Senior Public Safety Service Engineer

3 weeks ago

Twickenham, United Kingdom Advanced Resource Managers Full time
Job Role: Lead Service Engineer for Public Safety

The Advanced Resource Managers are seeking an experienced Lead Service Engineer for Public Safety to join their team on a permanent basis. This key role involves leading the UK Public Safety Customer Service Engineering team, ensuring resource management, capability and knowledge building, setting priorities, and developing team members to achieve their potential.

Key Responsibilities:

  • Collaborate with Customer Service Managers to focus the engineering team on the right priorities for achieving SLAs and customer satisfaction.
  • Communicate with and respond to customers regarding technical service incidents, events, and requests.
  • Analyse and diagnose errors and faults.
  • Drive incidents to resolution.
  • Collaborate with global engineering teams to manage new services, decommission services, and defect management.
  • Deliver technical changes into live services.
  • Collaborate with Product Management on continuous product improvement based on customer feedback.
  • Plan, implement, resource, and deliver system and software updates and upgrades.
  • Collaborate with the Service Engineering team in Vienna to ensure best practices are applied and the UK team has confidence and competence in Service Engineering tools and processes.

Requirements:

  • First and/or second line support experience in an enterprise environment.
  • Microsoft operating platforms, including cloud-based services.
  • Team leadership and people management.
  • ITIL processes in support environments.

Technologies:

  • MS Server 2012/2016/2019/2022, Active Directory, Group Policy Management, MS Certificate, KPI, MS SQL, Gigaspace, Java, Network configuration and management, WSUS, Linux/UXMS, Azure Cloud, AWS Cloud, ESXI/Hyper-V/Virtualisation.
  • Cisco switches, Dell/Fujitsu/HP server and user devices, Dell/Fujitsu/HP server and SAN, Cisco LAN/WAN.

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