Job Description
The Technical Services Engineer is responsible for providing expert technical support on Geospatial products to customers. It includes maintenance and continuous improvement of products, systems and services to ensure optimal performance, reliability and customer satisfaction. The role involves diagnosing and resolving complex technical issues, delivering proactive solutions and collaborating with internal teams and external stakeholders to enhance service delivery. The engineer also contributes to best practice development, technical documentation and process improvements, ensuring compliance with organisational standards and driving operational efficiency. The role is primarily home based but will require travel to UK sites for business needs and site visits for installation, configuration and consultancy tasks. It is a customer facing role with regular contact with NECSWS customers.
Main Responsibilities
* Defines Service and Support Best practice
* Receiving and replying to technical support enquiries from a range of customers and working through issues
* GIS consultancy: working with a range of customers to deliver Cadcorp consultancy services including creating, maintaining and administering customer databases on-site and in the cloud
* Handling database administration tasks, including backups, monitoring, alerts and data recovery
* Creating documentation, carrying out training courses online or on-premises for customers, and providing database support internally and externally
* Opportunities to contribute to data analysis and scenario modelling for emergency services clients
* Building relationships: working closely with customers to understand their requirements and providing services to meet their objectives
* Working as part of the technical services team and other technical teams across the business to resolve complex enquiries and work to NEC Values and Expectations
* The role holder is expected to fully embrace NEC Values. The above list is not exhaustive and indicates the core duties and responsibilities. The post holder will be expected to perform other duties as required by the Business
Qualifications
A background in Geospatial or a related discipline to degree level, and relevant work experience.
* Experience in technically supporting customers and working across multiple products
* Experience working as part of a technical team and handling hand-offs and escalations to other teams and management
* Experience in a Service Desk environment, handling a variety of complex issues with customers globally
* Experience in analytical and statistical data modelling
* A good knowledge of relational database management systems (for example Microsoft SQL Server, PostgreSQL or Oracle)
Personal Skills And Competences
* Experience of managing multiple customer problems at the same time
* Excellent communicator – Personal and Presentation Skills
* An interest in Geospatial technologies
* Excellent analytical skills
* Problem Solving
* Enjoy working as a team
* Self-motivated and enthusiastic to learn and develop
Benefits
* 25 days paid holiday with the option to buy/sell (FTE)
* 4× basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
* A Group Pension Plan with fantastic employer contributions
* A selection of flexible benefits to suit your individual needs
* All colleagues get free access to LinkedIn Learning with over 15,000 courses covering a wide breadth of subjects
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