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 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.