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Support Consultant

London

Competitive

Permanent

Company Description

Here at NPS we have a simple set of values that sets out who we are as a company. We are:

Intelligent – we make the right choices
Involved – our enthusiasm creates energy
Innovative – we always ask what’s next

Our business is all about making lives safer, healthier, better managed and mobile

Our software underpins critical police, health, housing  and local government services, ensuring delivery of the right data at the right time to protect and improve people’s lives.

We’re as committed to the positive social outcomes of our customers’ services as they are, which means we put people first. In the interfaces and systems we design, and the software support and development service we provide.

Our story

Across the world, billions of people every day rely on the services and benefits provided by their police, health services, housing and local government. Their home, welfare, wellbeing and security often depend on them.

We create and manage the software that connects people with these services. We design smart interfaces and data processes to ensure services are easy to use, always on, relevant, accurate and trusted.

Job Description

The role will be working within a mature 2nd line support team, with responsibility for resolving incidents raised by customers, via the NPS Service Desk, for the CONNECT Police software. You will be joining a team with strong technical background who formerly had roles in development, end user support and software implementation disciplines.

About the role:

● Provide software application support
● Own and undertake the investigation of complex application incidents
● Recreate scenarios on internal test environments to provide evidence of defects
● Identify and document workarounds
● Work within contractual SLAs
● Work to ITIL aligned support process procedures
● Work closely with other NPS Teams and 3rd parties
● Participate in an Out of Hours on call rota.

Qualifications

KNOWLEDGE, QUALIFICATIONS & EXPERIENCE

  • Experience of working with complex bespoke software applications either in a Support, Development or QA role;
  • Experience of working within a structured process driven environment;
  • Experience of using an IT Service Management tool or similar;
  • ITIL Foundation certificate;
  • Experience of investigating data related issues within a relational database;
  • Capability to generate and manipulate SQL scripts used to query and manage database content;
  • Ability to check log files and restart services on a number of operating systems including Microsoft Windows and UNIX Solaris;
  • Understand principles of software development within an ISO 9001/ISO 20000 accredited environment

Exposure to the following:

  • Microsoft Windows Servers environments
  • UNIX Solaris servers environments
  • Java
  • Uniface
  • Ensemble
  • Microsoft .net
  • SQL
  • Oracle
  • jetnexus
  • Javascript
  • HTML
  • Active MQ

PERSONAL SKILLS AND COMPETENCES

  • Self-motivated and persistent with a desire to learn and enjoys helping people

  • Demonstrate solid analytical and lateral thinking skills

  • Capable of communicating to technical and non technical staff unambiguously at all levels with respect to support calls

  • Willing to challenge and improve existing processes and practices

  • Proactive and forward thinking to stop incidents occurring

  • Capability to multi-task and balance complex customer and internal priorities

  • Excellent oral and written communication skills

  • Willing to travel (when required) to customer sites

  • Ability to contribute and participate in identification of permanent fixes

  • Exhibit empathy and patience during interactions with customers

  • Additional Information

Employees of Northgate Public Services are entitled to the following Company funded benefits:

  • Single Private Medical Cover (with the option to select family cover at additional  cost)
  • 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days
  • 4 x basic salary life assurance over
  • A Group Pension Plan with fantastic employer contributions
  • A selection of tax efficient flexible benefits to suit your individual needs such as cycle to work scheme
  • The role offers a competitive salary

OTHER INFORMATION

  • Candidates must be able to demonstrate a pre-existing right to work and travel within the EU.  Documentary evidence will be required.
  • All offers are subject to satisfactory vetting and reference checks.  Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
  • Northgate Public Services is an equal opportunities employer, welcoming applications from all communities.

Posted 12 days ago

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