Product Support Engineer

About NEC Software Solutions India

Key duties and responsibilities

• Investigate, triage, and resolve incidents, taking ownership through closure, and provide technical support directly to customers.
• Liaise with development teams, third-party suppliers, and Client Services Managers to progress issues and maintain clear service communication.
• Follow Problem Management and Change Management processes and support engineering governance for incidents, problems, service requests, and technical changes.
• Assist with Problem Records and investigations involving development teams; use knowledge articles and internal guidance to support first-time fixes.
• Support data collection, reporting, and administrative work associated with service delivery and engineering operations.
• Create and update engineering documentation, procedures, work instructions, technical guides, and knowledge articles.
• Monitor incident and service-request queues using ISO 20000-1 and ITIL-aligned practices.
• Keep detailed ITSM case notes, record actions, inform stakeholders, and track third-party supplier tickets through resolution.
• Complete weekly timesheets and mandatory NEC training; follow corporate policies and deliver excellent customer service.

Essential qualifications and experience

• General IT support experience, including Microsoft Windows and common Microsoft applications and services.
• Experience in technical support or service delivery roles and understanding of ITIL-aligned Incident Management.
• Experience managing support tickets in a service management environment.
• Experience gathering information from customers or internal stakeholders and progressing issues.
• Ability to follow documented processes and procedures; strong troubleshooting and analytical skills.
• Excellent communication skills and ability to work effectively with customers.

Desirable qualifications and experience

• ITIL accreditation, ITSM platform experience, and experience maintaining knowledge bases or technical documentation are desirable.
• Exposure to Incident, Problem, or Change Management processes and experience progressing defect investigations with development teams are desirable.
• Up to 5 years' experience in similar support roles is mentioned as desirable, but is not required.

Skills and attributes

• Strong communication skills, including the ability to explain technical issues clearly.