Advanced Resource Managers
Service Engineer (2nd Line)
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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 deliver change requests into live services
- Collaborate with Product Management team on continuous product improvement based on customer feedback
- Site acceptance testing
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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)
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If this looks like something that could be right for you or you would just like to hear a bit more please feel free to hit apply or contact Lewis Dunn@ ARM on 02392 228237
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