IT Service Engineer

Arm; City Of London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading technology firm based in London is seeking a Customer Service Engineer to deliver exceptional technical support to emergency services customers across the UK. The successful candidate will have a strong knowledge of public safety technologies and experience in providing second line support in a cloud-based environment. You will work closely with global engineering teams to drive incident resolution and service improvements. This role offers a dynamic and collaborative working environment.

Qualifications

• Proven ability to provide second line technical support in a public safety environment.
• Experience with incident management and problem resolution in an enterprise setting.
• Familiarity with cloud services, specifically Microsoft Azure.

Responsibilities

• Provide exceptional second line technical support.
• Analyse and diagnose errors and faults.
• Collaborate with engineering teams to manage services.

Skills

Knowledge of public safety technologies

First and/or second line support

Incident management and problem resolution

Microsoft operating platforms

Microsoft SQL Server

WAN/LAN hardware knowledge

Knowledge of ITIL processes

Telecommunications systems experience

Tools

Microsoft Azure

Cisco

Dell

Job description

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 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)