Communications Support Engineer

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

*Due to strict security clearance requirements, we are only able to consider applicants that have lived in the UK for 5 consecutive years or more*

Applicants must live within 1 hour of Chippenham in order to be able to get to the office to meet our customer SLA's.

SSS Public safety is a subsidiary of NEC Software solutions and is a market leading developer and supplier of mission critical solutions to blue light emergency services around the world, ultimately helping them to protect and save lives. Additionally, our customer portfolio extends to many significant non blue light, Government and non-government service providers. including British Transport Police (BTP), National Highways (NH), Civil Nuclear Police (CNC), Ministry of Defence Police (MDP) and UK Coastguard (HMCG).

As a Communications Support Engineer you will be responsible for:

• Maintaining the bespoke DS3000 communications system.
• Resolving incidents raised within contracted SLA timescales.
• Providing 2nd line support to customers.
• Completing IT Health Check remediation changes.
• Maintaining server infrastructure

Supporting the wider Network engineering team in network solution delivery and continuous improvement.

*Due to strict security clearance requirements, regrettably we can only consider applicants that have lived in the UK for 5 consecutive years or more*

Job activity & responsibilities:

• Use our dedicated incident management system and liaise with other team members and Service Desk to ensure that all Network related Incidents are dealt with within contracted SLA timescales.
• Provide proactive problem management to drive down numbers of Incidents raised.
• Responsible for ensuring the proactive monitoring and maintenance of SSS Engineering solutions, installing patches, upgrades etc, ensuring a high level of resilience.
• Responsible for ensuring the timely restoration of service of SSS Engineering solutions.
• Configure and upgrade systems on various customer sites, using technical skills to resolve any faults.
• Ensuring that all change/project work is delivered on time.
• Select and implement security tools, policies, and procedures in conjunction with the company’s security team.
• When required, create, review and update documentation, for example workplans, work instructions and technical guides.
• Be part of the “on call” rota on a 24x7 basis and working out of hours when required.
• The role holder will be required to work professionally in liaison with several internal teams to coordinate various activities and gather / provide information required to complete the tasks at hand.
• The role can involve extensive customer contact on both a technical and non-technical level requiring a professional and adaptable approach to communication and interaction / service.
• The role will require working both in a team and, potentially autonomously where projects dictate a limited engineering requirement. An increasing level of autonomy is typically achieved after some time in post and suitable experience has been gained.
• The role involves customer site working as demand requires, therefore you will be expected to work from a variety of locations and travel should be expected, including overnight stays.
• Continually follow and adhere to SSS Public Safety outlined process & procedures.
• Present a professional approach and attitude to all work undertaken.
• Promote a clean working environment. Adhere to all Health and Safety practices, rules and regulations.
• Support the wider team in completing customer delivery activities as required.

Qualifications

What are we looking for:

• Proven hands-on Server and Active Directory experience.
• understanding of SIP protocols and Wireshark traces would be advantageous.
• Configuring and installing Windows environments..
• Proven experience gained in a support role.
• Hands-on experience within an IT job.
• Excellent communication and client facing/customer service skills.
• Proven experience working to ITIL best practices.
• Able to obtain or currently hold the relevant security clearances (SC and/or NPPV).
• Full, current driving licence.
• Strong interpersonal/team skills.
• Self-motivation

Additional Information

We pride ourselves in offering an excellent benefits package. When you join the team at NEC Software Solutions, you are provided with the following:

• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover (with the option to increase cover at an additional cost)
• A Group Pension Plan 
• A selection of flexible benefits to suit your individual needs 

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks. 
• Depending on the nature of the role a Disclosure Barring Service (DBS), Security Clearance and/or Police Check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

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.