Product Support Engineer

NEC Software Solutions (India)

On 1st July 2021, Rave Technologies became NEC Software Solutions India. This change brought us under the global NEC Corporation brand. We are proud to be part of an organisation with 122 years of experience in evolution with technology and innovation.

We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience. Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services.

We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.

For more information, visit at www.necsws.com/india.

About NEC Corporation

NEC Corporation is a Japanese multinational information technology and electronics company, headquartered in Tokyo, Japan. It is recognised as a ‘Top 50 Innovative Company’ globally and the NEC Group globally provides “Solutions for Society” that promote the safety, security, fairness and equality of society. Their main goal is to help create a safer society with their innovations in technologies.

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

For more information, visit NEC at https://www.nec.com.

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 3rd-party 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 third-party suppliers and managing ongoing updates through to resolution.
• Completing weekly timesheets and all mandatory NEC training.
• Adhering to NEC corporate policies, standards, and ITIL-aligned 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 ITIL-aligned 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.
• Self-motivated and able to work independently or as part of a wider team.
• Customer-focused mindset with a commitment to quality service.
• Methodical problem-solving mentality.

• 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