Service Engineer (2nd Line)

Advanced Resource Managers; Twickenham; On-site; GBP 42,000 - 62,000; Full time

Job summary

Advanced Resource Managers is seeking a Service Engineer (2nd Line) in Twickenham, London to provide second line technical support for public safety control room solutions. You will report to the Lead Customer Service Engineer and work with UK teams and international groups in Vienna and Turin.

Key responsibilities include incident handling, fault analysis, and delivering changes to live services, with collaboration on product improvements based on customer feedback and site acceptance testing.

Qualifications

• Knowledge of public safety technologies.
• First and/or second line support in enterprise/cloud environments.
• Incident management and fault resolution experience.
• Microsoft technologies including Azure.
• SQL Server deployment and management advantageous.
• WAN/LAN hardware configuration and management.
• ITIL processes in a support environment.
• Telecommunications systems experience (telephony/radio).

Responsibilities

• Communicating with customers about technical service incidents, events and requests.
• Analysing and diagnosing errors and faults.
• Proactively drive incidents through to resolution.
• Collaborate with UK, Vienna and global teams to manage new services into live, decommission service and defect management.
• Technically deliver changes into live services.
• Collaborate with Product Management on continuous product improvement based on customer feedback.
• Site acceptance testing.

Skills

Public safety technologies

2nd line support

Incident management

Azure fundamentals

SQL Server

Virtualisation

Networking basics

ITIL processes

Telecommunications systems

Tools

Azure

SQL Server

ESXi

Hyper-V

Job description

Service Engineer (2nd Line) in Twickenham, London

Location

Twickenham, London

Salary

Negotiable

Contract

Permanent

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)