Product Support Engineer

Job Description

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.

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