Customer Service Engineer

About the role

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.

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 Frequentis 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 Qualities

• Customer & Service focussed
• Passionate about IT
• A strong communicator
• Able to build relationships quickly and have a positive impact
• Solutions focussed in how you think and act
• Proactive and able to balance multiple priorities
• Passionate about personal learning & development
• Able to travel regularly– both within UK and to Vienna HQ
• Allow for Security Vetting (SC/MPPV3)

Your Experience

• Knowledge of public safety technologies
• First and/or second line support in an enterprise / Cloud based environment
• Computer Aided Dispatch (CAD) system experience
• 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)

For more information on this position, please contact Lewis Dunn at ARM on 02392 228237 or email your CV and covering letter to Lewis.Dunn@ARM.co.uk.