Company:
ARM
Location: London
Closing Date: 21/11/2024
Salary: £55000 - £56000/annum
Hours: Full Time
Type: Permanent
Job Requirements / Description
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 ClearanceDisclaimer:
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
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