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 this role, you will be leading the UK Public Safety Customer Service Engineering team, including resource management, capability and knowledge 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 is focusing 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 driving incidents through to resolution.
* Collaborating with our engineering teams in the UK, Vienna, and the wider global organisation to manage new services into live, decommission service, and defect management.
* Technically delivering change requests into live services.
* Collaborating with the Product Management team on continuous product improvement based on customer feedback.
* Planning, implementing, resourcing, and delivering system and software updates/upgrades.
* Collaborating with the Service Engineering team in Vienna to ensure best practices are applied, and the UK team has confidence and competence in the Service Engineering tools and processes.
Your Experience
* First and/or second line support in an enterprise environment.
* Experience with Microsoft operating platforms, including cloud-based services.
* Team leadership and people management.
* Knowledge of ITIL processes in a support environment.
* Experience with 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 configuration and management, WSUS, Linux/UXMS, Azure Cloud, AWS Cloud, and ESXI/HyperV/Virtualisation.
* Hardware: Cisco switches, Dell/Fujitsu/HP servers and user devices, Dell/Fujitsu/HP servers and SAN, Cisco LAN/WAN.
Your Qualities
* Customer and service-focused.
* Passionate about people and creating a high-performing and highly engaged team.
* A strong communicator.
* Able to build relationships quickly and have a positive impact.
* Solutions-focused in how you think and act.
* Able to balance multiple priorities.
* Passionate about personal learning and development.
* Able to travel regularly, both within the UK and to Vienna HQ.
* Hold active UK Security Clearance or be eligible for SC Clearance.
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