Job Title:
Lead Public Safety Service Engineer
Job Summary:
A highly skilled and experienced professional is required to lead our UK Public Safety Customer Service Engineering team on a permanent basis. The ideal candidate will have a strong background in ITIL processes, team leadership, and technical expertise in Microsoft operating platforms, cloud-based services, and various technologies.
About the Role:
* Lead the UK Public Safety Customer Service Engineering team, including resource management, capability building, setting priorities, and developing individuals to achieve their potential.
* Work closely with Customer Service Managers to ensure the engineering team focuses on the right priorities to achieve SLAs and customer satisfaction.
* Communicate with and respond to customers about technical service incidents, events, and requests.
* Analyse and diagnose errors and faults, proactively driving incidents through to resolution.
* Collaborate with engineering teams globally to manage new services into live, decommission services, and defect management.
* Deliver change requests into live services, collaborating with Product Management on continuous product improvement based on customer feedback.
* Plan, implement, resource, and deliver system and software updates/upgrades.
* Collaborate with the Service Engineering team in Vienna to ensure best practice is applied and the UK team has 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.
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, ESXI/HyperV/Virtualisation Hardware: Cisco switches, Dell/Fujitsu/HP Server and user devices, Dell/Fujitsu/HP Server and SAN, Cisco LAN/WAN
Salary:
£60,000 - £80,000 per annum (dependent on experience)