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Support Engineer (6 month contract)

Location:
Fareham
Job Description
Northrop Grumman have a requirement to recruit a Help Desk Support Engineer, initially on a 6 month contract basis.   
 
The role will include first and second line support for a suite of Command and Control software products that are used throughout the world.   
 
You must have excellent communication and interpersonal skills and a strong drive to complete tasks in a timely fashion to ensure customer satisfaction to achieving the Service Level Agreements.
 
For this position, you will have a solid understanding of ITIL and also be able to diagnose and troubleshoot software issues in Windows environment.   Knowledge of UNIX (Solaris, Linux) would be an advantage.
 
 
 
 
 

Different thinking for a Different world

Northrop Grumman is a leading global security company providing innovative systems, products and solutions in autonomous systems, cyber, C4ISR, strike, and logistics and modernisation to customers worldwide. In Europe, we are among the leading defence and security suppliers with 2,500 employees and long-established businesses in the UK, France, Germany, Italy, and Netherlands.

How you will make a difference
Technical Responsibilities:
  • Understand and provide Customer Support in accordance with the terms of the customer’s support contract. This will usually be the company’s Standard Support Service Level Agreement (SLA)
  • Ensure availability of Customer Support through telephone and email contact, as required by the support contract
  • Provide first line Customer Support and log all customer support requests including requests for technical support, software defect reports and software change requests
  • Coordinate with product/project teams to provide technical support where required
  • Investigate software defects reported, raise system trouble reports as appropriate and liaise with product/project teams to identify an appropriate course of action (e.g. work-around, patch etc.)
  • Communicate decisions/outcomes of support requests to the customer as appropriate
  • Assist with the collation of support-related statistics and provide these as requested
  • Maintain a database of support contracts and associated activities
  • Maintain an appropriate supply of current ‘off-the-shelf’ deliverable software releases
  • Manage customer Delivery of software releases and licences according to the terms of a customer’s support contract
  • Ensure correct process is followed to achieve Export Authorisation as appropriate prior to Delivery
  • Assist with the configuration and maintenance of support rigs and associated peripherals;
  • Perform tests on systems, hardware and software developed by other engineers, generate test reports and raise system trouble reports
  • Carry out all above tasks in accordance with Northrop Grumman’s Quality System and published Software Production Processes and Product Support Processes

Organisational Responsibilities:

  • Report progress and cost-to-complete to project manager, lead engineer or senior engineer as required
  • Attend and provide input to internal engineering review meetings and other project meetings as required
  • Work through a formal customer point of contact to assist in the resolution of technical problems;
  • Undertake any other reasonable task as requested
 
 Key Skills Required...
  • Previous experience in a 2nd line Support environment
  •  Knowledge of Microsoft Operating Systems 
  • Capable of working on own initiative, with a proactive and organised approach
  •  Good communication skills and an excellent telephone manner
  •  Excellent interpersonal and team skills
We would also love it if you had...
  • ITIL
  • Jira Service Desk
  • Unix (Solaris, Linux)
  • Exposure to Northrop Grumman Command and Control Systems

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