Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
Purpose of the Role
Working as part of the Radio support team, the job holder will provide technical administrative support on radio service contracts as required. The role involves supporting service call resolution, updating incidents from customers, questioning end users, and evaluating issues effectively. The role also requires assisting in fault resolution on radio service support contracts. The TA should be self-sufficient, able to work independently, articulate, and communicate effectively with customers at all levels. The role is largely reactive and involves working with peers to plan and schedule tasks efficiently across the RSS team.
Key Duties & Responsibilities
In addition to normal TA duties, the primary focus is to support the radio team in responding effectively to Service, Incident, and Change management activities. This includes liaising with customer representatives, assisting in resolving service-related issues, and interacting with supporting teams. Accurate documentation of service activities is essential.
* Monitoring incidents assigned to the RSS team and assisting in their resolution.
* Ensuring incident status and investigation information are regularly updated.
* Supporting delivery of customer sales orders and queries within service requests, tracking fulfillment and delivery.
* Supporting RSS escalations for incident resolution to engineers, technical architects, and management.
* Understanding support issues highlighted by customers and assisting in their resolution.
* Supporting investigation and analysis of underlying causes of incidents for problem management.
* Assisting with input for assessment of change requests related to work and purchase orders.
* Raising and managing standard and emergency changes following the change process.
* Supporting the implementation of approved changes.
* Collaborating with Configuration Management to ensure asset information is accurate in the CMDB.
* Supporting configuration management tasks to correct asset information.
Note: The above list is not exhaustive. The post holder may be required to undertake additional tasks within the scope of the role.
Qualifications
The essential qualifications and skills are:
* Minimum GCSE Level Pass in English & Maths
* Excellent written and verbal communication skills
* Working knowledge of Windows and Office applications (Excel, Word, MS Access)
* Experience working within a support team environment
Desirable qualifications and skills include:
* Experience in an Incident Service or Support desk environment
* ITIL V3/V4 certification
* Knowledge of helpdesk operations and customer service
* Understanding of ICT service desk operations and fault advising
* IT Service Management experience
* Knowledge of mobile communications technology (Tetra Radio, GSM, Wi-Fi, 4G/5G)
* Awareness of Information Security Management
* Valid UK Driving license
The ideal candidate would have a BTEC ICT level qualification or ICT experience and be ITIL Foundation/Practitioner level Certified.
Additional Information
Benefits
We offer an excellent benefits package including:
* 25 days paid holiday (FTE), with buy/sell options
* 4x basic salary life assurance (additional options available)
* Group Pension Plan
* Flexible benefits to suit individual needs
Other Information
* Candidates must demonstrate right to work and travel within the UK; evidence required.
* Offers are subject to vetting, references, and health checks.
* A DBS check may be required depending on the role.
NEC Software Solutions is an equal opportunities employer. We welcome applications from all communities and are committed to inclusivity and accessibility.
Who We Are
We’re NEC Software Solutions, part of NEC Corporation. Our software supports public services like ambulance dispatch, hospital support, transportation, and more. Join us to help make a difference and support our mission to improve lives worldwide.
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