Customer Service Engineer

About the role
A leading Public Safety client of ours is looking for a Customer Service Engineer to join their tam to work across a variety of customers and services.

As a Customer Service Engineer, your role is all about providing exceptional second line technical support to a number of our UK based customers. You are responsible for the technical implementation and maintenance of our 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 our Lead Customer Service Engineer and work with both our Service Engineering team in the UK and our wider Service Engineering teams in Vienna and Turin.
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The role will be based in our UK office located in Twickenham with opportunities to travel to our Headquarters in Vienna and our client sites around the UK to support services.

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 our 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 skills & experience should include:
* First and/or second line support in an enterprise / Cloud based environment
* Telecommunications systems experience (telephony/ Radio integration)
* ITIL processes in support environment
* Incident management and resolution
* Microsoft operating platforms, including Microsoft cloud-based services.
* Microsoft SQL Server deployment and management
* WAN/LAN hardware, configuration and management.
* Microsoft MTA or MCSA, Juniper, Cisco & Dell qualified ideally. ITIL processes in support environment
* Virtualisation (e.g. VMware) and Enterprise storage (e.g. Netapp, Dell & Fujitsu)

Technologies: MS Server 2012/2016/2019, Linux, Active Directory, Group Policy Management, MS Certificate and KPI, MS SQL, Gigaspace, Java, Network config and Management, WSUS, /UXMS, Azure Cloud, AWS cloud and ESXI/HyperV/Virtualisation

Hardware: Cisco switches, Dell /Fujitsu/HP Server and user devices, Dell/Fujitsu/HP Server and SAN , Cisco LAN/WAN

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.