Customer Service Engineer (2nd Line)

Advanced Resource Managers; Twickenham; On-site; GBP 25,000 - 40,000; Full time

Job summary

A leading company in the IT sector is seeking a skilled technical support professional to assist with customer service incidents and collaborate with engineering teams for service delivery. The role requires a proactive individual with experience in enterprise solutions, cloud-based environments, and knowledge of public safety technologies. Candidates should have solid qualifications in IT and be passionate about personal development and continuous learning.

Qualifications

• Knowledge of public safety technologies.
• Experience in both first and/or second line support.
• Familiarity with Microsoft operating platforms.

Responsibilities

• Communicating with customers regarding service incidents.
• Analyzing and diagnosing errors and faults.
• Collaborating with engineering teams for service management.

Skills

Customer & Service focus

Solutions-focused thinking

Proactive

Relationship building

Education

Microsoft MTA or MCSA

Azure fundamentals (AZ)

Security and compliance (SC)

Tools

Microsoft SQL Server

Azure

Redhat Linux

Network configuration and management

Job description

Responsibilities

• Communicating with & responding to customers about technical service incidents, events, and requests.
• Analyzing and diagnosing errors and faults.
• Proactively driving incidents through to resolution.
• Collaborating with engineering teams in the UK, Vienna, and globally to manage new services into live environments, decommission services, and handle defect management.
• Technically delivering change requests into live services.
• Collaborating with the Product Management team on continuous product improvement based on customer feedback.
• Conducting site acceptance testing.

Your Qualities

• Customer & Service focused.
• Passionate about IT.
• Able to build relationships quickly and have a positive impact.
• Solutions-focused in thinking and acting.
• Proactive and capable of balancing multiple priorities.
• Passionate about personal learning & development.
• Able to travel regularly within the UK and to Vienna HQ.
• Eligible for Security Vetting (SC/NPPV3).

Your Experience

• Knowledge of public safety technologies.
• Experience in first and/or second line support in enterprise or cloud-based environments.
• Incident management and problem resolution experience.
• Familiarity with Microsoft operating platforms, including cloud-based services (Azure).
• Experience with Microsoft SQL Server deployment and management (ideally).
• Knowledge of WAN/LAN hardware, configuration, and management.
• Qualifications such as Microsoft MTA or MCSA, Juniper, Cisco, & Dell (ideally).
• Azure fundamentals (AZ), Security, and compliance (SC) qualifications (ideally).
• Technologies: MS Server /22, Redhat Linux, AD and Group Policy Management, MS Certificate and KPI, MS SQL, Gigaspace, Java, Network configuration and management, WSUS, /UXMS.
• Hardware: Cisco LAN/WAN switches, Dell /Fujitsu/HP Servers and user devices, Dell/Fujitsu/HP Servers and SAN.
• Knowledge of ITIL processes in a support environment.
• Experience with telecommunications systems, including telephony and radio integration.