Job Description

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Customer Service Engineer (2nd Line) in Twickenham, London
Location Twickenham, London
Salary Negotiable
Contract Permanent
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About the role
A market leading public safety client of ours who provides bespoke solutions to a variety of emergency services customers across the UK is currently in the market for a Customer Service Engineer. As a Customer Service Engineer, your role is all about providing exceptional second line technical support to a number of their UK based customers. You are responsible for the technical implementation and maintenance of their Control Room Solutions and will use a broad range of systems and technologies across multiple domains and technologies to do this. You will report to the Lead Customer Service Engineer and work with both the Service Engineering team in the UK and the wider Service Engineering teams in Vienna and Turin.
Your Main Responsibilities

• Communicating with & responding to customers about technical service incidents, events and requests.
• Analysing and diagnosing errors and faults
• Proactively drive incidents through to resolution
• Collaborate with the 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
• Site acceptance testing

Your Qualities

• Customer & Service focussed
• Passionate about IT
• A strong communicator
• Able to build relationships quickly and have a positive impact
• Solutions focussed in how you think and act
• Proactive and able to balance multiple priorities
• Passionate about personal learning & development
• Able to travel regularly- both within UK and to Vienna HQ
• Allow for Security Vetting (SC/NPPV3)

Your Experience

• Knowledge of public safety technologies
• First and/or second line support in an enterprise / Cloud based environment
• Incident management and problem resolution experience
• Microsoft operating platforms, including Microsoft cloud-based services (Azure)
• Microsoft SQL Server deployment and management ideally
• WAN/LAN hardware, configuration and management
• Microsoft MTA or MCSA, Juniper, Cisco & Dell qualified ideally
• Azure fundamentals (AZ900) Security and compliance (SC900) qualified ideally
• Virtualisation (ESXI/HyperV/Virtualisation)
• Technologies: MS Server 2019/22, Redhat Linux, AD and Group Policy Management, MS Certificate and KPI, MS SQL, Gigaspace, Java, Network config and Management, WSUS, /UXMS
• Hardware: Cisco LAN/WAN switches, Dell /Fujitsu/HP Server and user devices, Dell/Fujitsu/HP Server and SAN
• Knowledge of ITIL processes in a support environment
• Telecommunications systems experience (telephony/ Radio integration)

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.
Job reference 1266999_1750851273
Date posted 25 June 2025
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Lewis Dunn
Principal Account Consultant
+44 (0)2392 228 215
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Customer Service Engineer (2nd Line)
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