Support Consultant

Purpose of the Role:

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

The role includes supporting a bespoke Control Room solution for a London‑based customer, with on‑site attendance required in the Wimbledon and Stratford areas for part of the working week. Alongside this, consultants will also support other NEC customers and solutions remotely and, where necessary, on‑site to meet operational or business needs.

Consultants may be asked to work across multiple customers or NEC products where required to support service delivery and business requirements.

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.
• Remote working with 2–3 days per week on customer sites in London (Wimbledon and Stratford).

Additional Information:

• Hybrid, remote, or on‑site working may be required depending on assignment.
• There may be a requirement to travel to customer sites outside of London, including other regions of the UK, to support operational or business needs.
• A valid UK driving licence is required.