Product Support Engineer

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 3rdparty 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 thirdparty suppliers and managing ongoing updates through to resolution.
• Completing weekly timesheets and all mandatory NEC training.
• Adhering to NEC corporate policies standards and ITILaligned 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 ITILaligned 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.
• Selfmotivated and able to work independently or as part of a wider team.
• Customerfocused mindset with a commitment to quality service.
• Methodical problemsolving mentality.

Additional Information :

• 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

Remote Work :

No

Employment Type :

Full-time