Support Consultant

Support Consultant

Location: Remote (UK)

Working Pattern: 9:00am – 5:30pm (37.5 hours per week, including a 1‑hour lunch break).

Purpose of the Role:

This role is part of a wider team supporting NEC Public Safety solutions for customers across the UK and internationally. Support Consultants provide application and systems support, incident triage, investigation, resolution, and proactive maintenance activities.

Consultants may support multiple NEC customers and solutions as part of normal operations, both remotely and, where required, on‑site to meet service delivery or business needs.

Security Clearance: You must have the ability to obtain and maintain NPPV3 and SC security clearance.

Maintaining the required security clearances is a mandatory requirement of this role. If at any point the required clearances cannot be obtained or maintained, this may impact your eligibility to continue in the role and could lead to termination of employment where no suitable alternative position is available.

Key Duties & Responsibilities:

• Investigating, triaging, and resolving incidents, taking ownership through to closure.
• Providing technical support directly to customers.
• Liaising with NEC 3rd‑line development teams and 3rd‑party suppliers where required.
• Working with NEC Client Services Managers (CSMs) to ensure clear communication, professional service delivery, and alignment with expectations.
• Executing technical Changes (RFCs) in line with NEC’s Change Management process.
• Following Problem Management and Change Management processes when investigating issues or completing actions assigned to the consultant.
• Performing software updates, upgrades, and general system maintenance either remotely or on customer sites.
• Creating, reviewing, and updating engineering and operational documentation (work instructions, technical guides, procedures).
• Monitoring and managing incident and service request queue in accordance with ISO20000‑1 processes and ITIL‑aligned practices.
• Capturing accurate information and maintaining detailed case notes in the IT Service Management (ITSM) tool, ensuring all actions are recorded and customers and NEC Client Services Managers (CSMs) remain fully informed throughout the incident lifecycle.
• You may be required to participate in an on‑call rota to support critical or out‑of‑hours incidents depending on business or customer requirements.
• Logging tickets with approved third‑party suppliers and managing ongoing updates through to resolution.
• Completing weekly timesheets and all mandatory NEC training.
• Adhering to NEC corporate policies, standards, and ITIL‑aligned processes.
• Delivering excellent customer service at all times.

Additional Information:

• Hybrid, remote, or on‑site working may be required depending on assignment.
• Travel to customer sites may be required.
• A valid UK driving licence is required.