Key Duties & Responsibilities:
- Investigating, triaging, and resolving incidents, taking ownership through to closure.
- Providing technical support directly to customers.
- Liaising with NEC 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.
- Following Problem Management and Change Management processes when investigating issues or completing actions assigned to the consultant.
- Supporting engineering governance and coordination activities linked to incidents, problems, service requests and technical changes.
- Assisting with the management and progression of Problem Records and investigations involving development teams.
- Using available knowledge articles, support documentation and internal guidance to support first-time fix where possible.
- Supporting data collection, reporting and administrative activities associated with service delivery and engineering operations.
- Creating, reviewing, and updating engineering documentation, operational procedures, work instructions, technical guides and knowledge articles.
- Monitoring and managing incident and service request queues 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 actions are recorded and relevant stakeholders are kept informed where required.
- 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.
Essential Qualifications & Experience:
- General IT support experience, including Microsoft Windows and common Microsoft applications and services.
- Experience in technical support or service delivery roles.
- Understanding of ITIL‑aligned Incident Management.
- Experience managing support tickets within a service management environment.
- Experience working with customers or internal stakeholders to gather information and progress issues.
- Ability to follow documented processes and procedures.
- Strong troubleshooting and analytical skills.
- Excellent communication skills with the ability to work effectively with customers.
Desirable Qualifications & Experience:
- ITIL accreditation.
- Experience working within an ITSM platform.
- Experience maintaining knowledge bases or technical documentation.
- Exposure to Incident, Problem or Change Management processes.
- Experience working with development teams to progress defect investigations.
- Up to 5 years’ experience in similar support roles (but not required).
Skills & Attributes:
- Strong communication skills with the ability to explain technical issues clearly.
- Ability to prioritise workload and manage time effectively.
- Self‑motivated and able to work independently or as part of a wider team.
- Customer‑focused mindset with a commitment to quality service.
- Methodical problem‑solving mentality.
- Has worked with UK clients and team (Preferred)
- Has working experience of the onshore – offshore model
- Has experience of commercial awareness in aspects such as revenue recognition and margin management