Technical Support Consultant

Overview

In this role you provide technical support and assurance for Control Room Support across incidents, problems, changes, and technical administration. You collaborate with second-line teams, contribute to technical approaches, and help ensure service integrity and quality. You may lead or assist in major incidents and drive documentation, work planning, and automation efforts. The role supports stakeholders across client services, security, and delivery teams, with flexible on-site or remote work.

Pay / Benefits

• above-average pension scheme
• 25 days holiday with buy/sell option
• life assurance 4x basic salary
• group pension plan with employer contributions
• flexible benefits package
• free access to LinkedIn Learning

Responsibilities

• Provide technical support and assurance across Control Room Support to ensure quality and service integrity
• Contribute to major incident handling, assessment, and restoration efforts as needed
• Investigate problems, perform RCA, and coordinate with Problem Management to advance actions
• Peer-review and improve change work plans, prerequisites, risks, test/validation steps, and knowledge materials
• Create and maintain documentation, knowledge bases, and solution designs in central repositories
• Engage early in projects for service readiness and smooth handover to BAU
• Collaborate with Development for defect fixes and product changes; assess impacts on service
• Drive continuous improvement, identify automation opportunities, and mentor colleagues
• Support security remediation activities and raise risks or blockers as appropriate
• Collaborate with CSMs, Project/Delivery Managers, Architects, Security, and suppliers
• Maintain governance and quality aligned with ITIL and ISO20000-1, participate in CAB when delegated
• Complete administrative duties (timesheets, training) and deliver excellent customer service

Key requirements

• Proven experience in technical support or ITIL-aligned incident/problem/change environments
• Strong knowledge in at least one NEC Public Safety product or equivalent; ability to learn related technologies
• Experience reviewing change work plans and supporting production changes
• Clear documentation and diagramming skills; maintain artefacts in repositories
• Effective communication to explain technical topics to non-technical audiences under pressure

• Strong analytical and problem-solving abilities
• Excellent written and verbal communication
• High organization and attention to detail
• ITIL (Foundation/Managing Professional)
• Microsoft/Azure certifications
• PowerShell scripting

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