3rd Line Support Consultant

Come join us and make a difference in the world!

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

Discover more at www.necsws.com

To work as part of the Health Technical Consultant Team, providing Third Line Technical support for the Health products and solutions and resolving complex application support issues raised with NEC Software Solution’s Health services and related software components.  To provide support for the application environments and deploy and manage new software releases for the Health products.

This role will be working as a Technical Consultant within the Service Delivery team, where you will:

·        To liaise with the product and development teams to schedule and deploy software releases of new products and updated versions of existing products to the Production, UAT and Training environments;

·        Manage and update the 3rd Line Health call queue in collaboration with the rest of the team and provide technical expertise in the support of existing Health solutions;

·        Pro-actively monitor the Health application environments to ensure systems are performant and identify any potential issues.

·        Detailed investigation into the root causes of issues experienced by the Health applications.

·        Awareness of Database Administration tasks for the Health Databases to support the team DBA in DB Maintenance and troubleshooting database issues.

·        Take an active role in IT projects relating to the Health application environments, such as hardware and software upgrades, server builds and moves, new service deployments and others.

·        Liaise with IT colleagues to ensure Health systems and applications are performing well and capacity is being managed correctly.

·        Ensure team documentation is created and updated to reflect current processes and requirements.

·        Understand the contractual commitments in place with NEC SWS customers and ensure incidents/problems are resolved within contracted SLAs.

The role of Technical Consultant includes the requirement to work outside business hours (evenings and weekends) to deploy new software releases and troubleshoot any urgent Priority 1 issues relating to Health applications.

The role of Technical Consultant is home-based; however, travel may be required throughout the United Kingdom to liaise with the team or customers as required to suit the needs and demands of the products.

As a Technical Consultant, you will contribute to a team-wide process of continual improvement for NEC Software Solutions and in return you will be rewarded with a structured career path.

·        Experience of supporting complex environments with bespoke software applications.

·        Experience of managing Windows Server environments.

·        Experience of Active Directory

·        Experience of IIS and website management.

·        Experience of Incident Management systems.

·        Familiarity with the use of SQL Server.

·        Experience of using Office applications including Word, Excel.

·        Ability to follow and develop operational procedures.

·        Previous customer liaison experience.

·        Able to explain concepts clearly and concisely.

Desirable competencies & experience

·        Experience of Database Administration tasks such as backups and performance monitoring.

·        Experience in using XML data and editors to create complex datasets.

·        Experience of using PowerShell.

·        Experience of Windows Clustering.

·        Experience in using Excel or similar tools for manipulating data.

·        Technical understanding of Networking fundamentals.

·        Ability to translate user requirements into a working solution.

·        Experience of the healthcare market.

Person specification

·        Ability to stay calm under pressure.

·        Able to establish credibility with customers.

·        Can act with limited supervision within own area of responsibility.

·        Have a meticulous eye for detail.

·        Ability to document work in a clear and concise manner.

·        Able to build working relationships with third party suppliers and NHS Organisations.

·        Able to establish good working relationships with onshore and offshore Development and QA Teams.

·        Capable of communicating with technical and non-technical staff to translate customer requirements and issues.

·        Willing to challenge and improve existing processes and practices.

·        Proactive and forward thinking to stop problems occurring.

·        Capability to multi-task and balance customer requirements and internal priorities.

·        Excellent oral and written communication skills