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A leading public safety client of ours is currently in the market for a Lead Service Engineer to join the team on a permanent basis, in the role you will be 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.
Your Main Responsibilities
- 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
- 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
- Virtualisation (e.g. VMware) and Enterprise storage (e.g. Netapp, Dell & Fujitsu)
- 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
Your Qualities
- Customer and Service focussed
- Passionate about people & creating a a high performing & highly engaged team
- A strong communicator
- Able to build relationships quickly and have a positive impact
- Solutions focussed in how you think and act
- Able to balance multiple priorities
- Passionate about personal learning & development
- Able to travel regularly- both within UK and to Vienna HQ
- Hold active UK Security Clearance or eligible for SC Clearance
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.
