Lead Service Engineer

A leading Public Safety client of ours is currently looking for a Lead Public Safety Service Engineer to join the team on the permanent basis. In the role you will be responsible for leading the UK Public Safety Customer Service Engineering team, including resource management, capability and knowledge /know how building, setting priorities (incl. task management) and developing the individuals in the team to achieve their potential – Additional responsibilities below:

• Working closely with our Customer Service Managers to ensure the engineering team are focussing on the right priorities to achieve SLAs and customer satisfaction.
• Communicating with and 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
• Plan, implement, resource and deliver system and software updates/upgrades
• Collaborating with the Service Engineering team in Vienna to ensure best practise is applied, and the UK team have confidence & competence in the Service Engineering tools and processes

Your Experience will include:

• First and/or second line support in an enterprise environment
• Microsoft operating platforms, including cloud-based services
• Team Leadership and People management
• ITIL processes in support environment

Technologies: MS Server 2012/2016/2019/2022, Active Directory, Group Policy Management, MS Certificate and KPI, MS SQL, Gigaspace, Java, Network config and Management, WSUS, Linux/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