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Support Consultant

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Northgate Public Services

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Company Description: Our philosophy is to understand our customers’ business first before we get to the technology.This approach leads to clever software; streamlining old processes, saving money and delivering positive change.

Our technology has helped the NHS screen millions of babies for hearing loss, ensures hundreds of housing providers are managing their homes efficiently and helps officers in over a dozen different police forces to make better decisions at the frontline.

Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide – this brings in new opportunities without limits for growth and innovation.

Job Description: The role will be working within a newly formed 2nd line support team, with responsibility for resolving incidents raised by customers, via the NPS Service Desk,and Portal, for bio-metric products such as Neoface Watch.You will be joining a wider support family across many NPS Public Safety products, who all have strong technical backgrounds whether they have come from former roles in development, end user support or software implementation disciplines.About the role: * Provide software application support;
* Undertake customer implementations when required;
* Perform customer training;
* 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: QualificationsKNOWLEDGE, 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 issues within a biometric solution
* 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 and support within an ISO 9001/ISO 20000 accredited environment
Exposure to the following:* Neoface Watch;
* Camera technologies;
* Client/Server environments;
* Networks;
* APIs;
* Virtual Machines;
* Software Licensing;
* Unix/Linux;
* Scripting;
* Redhat;
* Database Structures;
* SQL;
* Oracle;
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 both in and outside of the UK;
* Ability to contribute and participate in identification of permanent fixes;
* Exhibit empathy and patience during interactions with customers
* Flexibility to work on other NPS products as required

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 an 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 cover

A Group Pension Plan with fantastic employer contributions

A selection of tax efficient flexible benefits to suit your individual needs

The role offers a competitive salary.OTHER INFORMATIONCandidates 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.">

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