Support Consultant (Public Safety)

TL;DR

Support Consultant (Public Safety): Providing application and systems support for NEC Public Safety solutions in the UK with an accent on incident triage, investigation, and resolution. Focus on maintaining bespoke Control Room solutions, performing software updates, and ensuring high-quality service delivery for London-based customers.

Location: Hybrid; Remote working with 2–3 days per week on customer sites in London (Wimbledon and Stratford). Must have the pre-existing right to work and travel within the UK and the ability to obtain and maintain NPPV3 and SC security clearance.

Company

hirify.global provides specialized public safety software solutions for customers across the UK.

What you will do

• Investigate, triage, and resolve technical incidents for NEC Public Safety solutions, taking full ownership through to closure.
• Provide direct technical support to customers and collaborate with 3rd-line development teams and third-party suppliers.
• Execute technical changes (RFCs) and perform software updates and general system maintenance remotely or on-site.
• Create and update engineering and operational documentation, including work instructions and technical guides.
• Manage incident and service request queues using ITSM tools following ITIL-aligned practices and ISO20000-1 processes.
• Participate in an on-call rota to support critical or out-of-hours incidents.

Requirements

• Experience supporting Microsoft Windows desktop and/or server environments.
• Proven experience in technical support or service delivery roles.
• Strong understanding of ITIL-aligned Incident Management.
• Ability to obtain and maintain NPPV3 and SC security clearance.
• Valid UK driving licence.
• Pre-existing right to work and travel within the UK.

Nice to have

• SQL experience, including constructing queries and analyzing results.
• Hands-on experience with enterprise networks or TCP/IP.
• Microsoft Certification in a related discipline.
• ITIL accreditation.
• Up to 5 years of experience in similar support roles.

Culture & Benefits

• 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days.
• 4x basic salary life assurance cover.
• Group Pension Plan with employer contributions.
• Selection of tax-efficient flexible benefits.