Customer Service Engineer (2nd Line)

About the role

A market leading public safety client of ours who provides bespoke solutions to a variety of emergency services customers across the UK is currently in the market for a Customer Service Engineer. As a Customer Service Engineer, your role is all about providing exceptional second line technical support to a number of their UK based customers. You are responsible for the technical implementation and maintenance of their Control Room Solutions and will use a broad range of systems and technologies across multiple domains and technologies to do this. You will report to the Lead Customer Service Engineer and work with both the Service Engineering team in the UK and the wider Service Engineering teams in Vienna and Turin.

Your Main Responsibilities

Communicating with & responding to customers about technical service incidents, events and requests.
Analysing and diagnosing errors and faults
Proactively drive incidents through to resolution
Collaborate with the engineering teams, in the UK, Vienna and wider global organisation to manage new services into live, decommission service and defect management
Technically delivery of change requests into live services
Collaborating with Product Management team on continuous product improvement based on customer feedback
Site acceptance testing

Your Qualities

Customer & Service focussed
Passionate about IT
A strong communicator
Able to build relationships quickly and have a positive impact
Solutions focussed in how you think and act
Proactive and able to balance multiple priorities
Passionate about personal learning & development
Able to travel regularly- both within UK and to Vienna HQ
Allow for Security Vetting (SC/NPPV3)

Your Experience

Knowledge of public safety technologies
First and/or second line support in an enterprise / Cloud based environment
Incident management and problem resolution experience
Microsoft operating platforms, including Microsoft cloud-based services (Azure)
Microsoft SQL Server deployment and management ideally
WAN/LAN hardware, configuration and management
Microsoft MTA or MCSA, Juniper, Cisco & Dell qualified ideally
Azure fundamentals (AZ900) Security and compliance (SC900) qualified ideally
Virtualisation (ESXI/HyperV/Virtualisation)
Technologies: MS Server 2019/22, Redhat Linux, AD and Group Policy Management, MS Certificate and KPI, MS SQL, Gigaspace, Java, Network config and Management, WSUS, /UXMS
Hardware: Cisco LAN/WAN switches, Dell /Fujitsu/HP Server and user devices, Dell/Fujitsu/HP Server and SAN
Knowledge of ITIL processes in a support environment
Telecommunications systems experience (telephony/ Radio integration)Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission