2nd Line Support Engineer

4 days ago

Kingston Upon Thames, United Kingdom Just IT Full time

Our client specialises in Body Worn Camera systems that capture evidence from a first-person perspective. This equipment has a proven and major impact on crime reduction, abuse against the wearer and the associated cost reductions.
They have become the most successful European company in this rapidly expanding market and have sold their equipment to the majority of Police Forces in the UK as well as many local authorities and private organisations.
Position Overview
The primary objective of the 2nd Line Support Engineer is to provide ongoing support and assistant to customers for any product related issues, in particular our Italian customers. A secondary purpose is to provide desktop support to internal staff.
The 2nd line Support Engineer is an important part of the team, providing customer software support for our DEMS related issues, undertaking analysis and diagnosis, and implement resolutions within agreed timeframes. This role requires excellent customer serviceskills and advanced technical experience, demonstrating a passion for emerging technologies and the commercial insight to ensure the team achieves its primary objective.

**Responsibilities**:
Responsibility Area 1: DEMS/Software Support:

- Receiving, logging, and tracking all DEMS/software cases and communicating the status/resolution to the customer.
- Demonstrating the ability to troubleshoot and resolve complex DEMS related issues.
- Escalating unresolved calls to the product engineering and development team.
- Maintain a high degree of customer service.
- Provide training and rollout support on DEMS upon request.
- Arrange for additional technical support where problems cannot be resolved within the support team.
- Escalating cases to the service delivery manager where necessary.
- Create and continually update documents to detail the client requirements for a successful rollout of DEMS and Body Worn Camera solution.
Responsibility Area 2: Internal Desktop Support
- Provide desktop and server support.
- Undertake small-to-medium sized IT projects as instructed by the service delivery manager and then managing the project to meet pre-defined objectives.
- Planning and recommending enhancements to ensure that Helpdesk capacity meets current and future business requirements in a cost-effective manner.
- Setting up new users and disabling expired accounts in accordance with HR requirements.
- Setting up and configuring new laptops and desktops.
- Installing authorised software to laptops and desktops.
- Create and maintain system access matrix.
Technical Skills
- Windows Servers (setup and maintenance).
- Active Directory.
- Maintain and configure laptops, desktops and mobile devices.
- Networking, switches, routers and firewalls (DNS, DHCP, TCP/IP).
- MS Exchange.
- MS SQL experience.
- Software installs and upgrades.
- MS Office 365.
- MS Azure cloud experience.
Professional/Personal Skills:

- Italian speaker.
- Reliable self-starter that is service driven that enjoys getting the job done.
- Can think through problems, troubleshoot in a methodical manner and escalate as required.
- Can undertake small/medium projects.
- Ability to manage conflicting priorities.
- Has a good understanding of IT security.
- Likes to build resilient solutions.
- Is always open to learn new skills and adding value.
- Has good documentation and communications skills.

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