Third Line Support

About Us

At Reveal, passion meets purpose. Our body-worn video solutions are more than just technology; they are a testament to our commitment to safety, innovation and change. Rooted in the UK, we have become a trusted ally for many police forces, local authorities, retailers and private organisations; helping to pioneer and drive the application of body-worn video in settings and geographies where we can see exciting potential. With an influence now spanning over 40 countries, our mission to make a positive impact continues to gain momentum.

Purpose

The primary objective of the Helpdesk is to provide ongoing support and assistance to customers for any product related issues. The 3rd line Support Engineer is an important part of the Helpdesk team, providing customer software support for DEMS related issues, undertaking analysis and diagnosis, and implementing solutions within agreed timeframes. This role requires excellent customer service skills and advanced technical knowledge and experience, as well as a passion for emerging technologies and the drive to ensure the Helpdesk achieves its primary objective.

Your Responsibilities and Tasks

• Act as the escalation point of contact for all reported issues or queries (via telephone or email) relating to DEMS.
• Receiving, logging, and tracking all DEMS/software cases and communicating the status/resolution to the customer for escalated Software issues.
• Troubleshooting and resolving complex DEMS related issues.
• Escalating unresolved calls to the product engineering and development team providing full documentation and explanation of the issue, to enable them to provide a suitable fix or patch relating to the issue.
• Maintaining a high degree of customer service, ensuring calls are logged, issues updated and calls closed or escalated as required, in a timely fashion and in line with service level agreements.
• Provide training and rollout support on DEMS internally and externally as required.
• Arranging for additional technical support where problems cannot be resolved within the support team.
• Act as escalation point of contact for third party suppliers (such as Microsoft).
• Updating documents with the customer requirements for a successful rollout of DEMS and Body Worn Camera solution.
• Providing remote and where necessary on-site installation and upgrade of DEMS systems to the customer.
• Providing set up and monitoring of cloud-based systems / servers / Web apps to ensure uptime for end customers is achieved.
• Providing out of hours support on a rota basis with other members of the support team for designated enhanced customer support level.

DEMS/360 Cloud

• Azure App Service: Experience in designing, deploying, and managing Azure App Services to host web applications, APIs, and microservices.
• Azure Blob Storage: Proficiency in integrating and managing Blob Storage with App Services for scalable, secure data storage and retrieval.
• SQL Database Management: Strong experience in working with Azure SQL Database, including configuring connections, optimizing queries, and ensuring seamless integration with App Services.
• App Service Deployment & Configuration: Knowledge of deployment processes, CI/CD pipelines, and configuring Azure App Services with proper scaling, performance, and security settings.
• Azure Storage Integration: Experience in integrating Azure Storage accounts (Blob, Queue, Table) with App Services for application data management, logging, and messaging.
• Azure Networking and Security: Familiarity with networking options like VNET Integration, Private Endpoints, and setting up secure communication between Azure App Services, SQL Database, and Storage.

Your Qualifications, Technical Skills and Experience

• Degree in Computer science, IT or related field.
• Infrastructure Management: Cloud and on-premises environments.
• Azure App Service: Deployment, management, troubleshooting.
• Azure Blob Storage: Data management, secure access.
• SQL Database Management: Azure SQL, on-premises SQL.
• Azure Active Directory (AD): Identity management, hybrid integration.
• Azure Entra: Identity governance, access policies.
• Security & Compliance: Identity protection, data encryption.
• Enterprise Integration: Hybrid cloud and on-prem systems.
• Microsoft: AZ900, AZ104.
• Police vetting: 5 years of UK residency will be required.

Your Personal Skills and Attributes

• Reliable self-starter that is service driven that enjoys getting the job done.
• Can think through problems, troubleshoot in a methodical manner and escalate as required.
• Can undertake small/medium projects.
• Has a good understanding of IT security.
• Likes to build resilient solutions.
• Is always open to learn new skills and adding value.
• Has good documentation and communications skills.
• Ability to work out of hours if required.

This job description is not intended to be an exhaustive list of duties and responsibilities. You may be expected to perform different tasks as the needs of the business and your role evolve. Your job description will be reviewed and updated accordingly.

Working at Reveal

Joining Reveal Media isn't just about taking on a job—it’s about being part of a family that champions change. We combine our passion for innovation with a genuine desire to make the world safer. Here, every challenge becomes an exciting project, every solution a collective win. Surrounded by a diverse, forward-thinking team, you’ll experience a culture where ideas flourish, growth is nurtured, and every day is an opportunity to make a real difference. And with an array of benefits tailored to your wellbeing and development, we ensure that while you’re taking care of our mission, we’re taking care of you.

Your Benefits

• Private Medical Insurance: Your health matters, and we’ve got you covered.
• Birthday Off: Celebrate your day your way – it’s on us.
• Holiday Purchase: Need more downtime? Purchase up to an additional 5 days of holiday.
• Employee Assistance Programme: Confidential 24/7 helpline and support for you and your immediate family.
• Time for You: We value your personal time. That’s why we aim to finish work at 2pm on Fridays.
• Better Working: We embrace hybrid working and, where it is operationally practicable, we support employees splitting their working time between the office and home.
• Pension: Plan for tomorrow with our pension scheme via NEST.

Our Green Initiatives

Our commitment to a greener future isn’t just words – we take it seriously. As a result, we have set ourselves the ambitious goal of reducing our energy, carbon, and waste footprint to zero. We continuously review our operations against our sustainability goals and all our company cars are electric. We believe in investing in companies working towards a cleaner and greener future and we also reward any employee who uses or switches to using green energy… because every step, big or small, contributes to significant change.

We are committed to embracing diversity and building an inclusive culture where all employees are valued, respected and listened to. All applicants to Reveal will receive equal treatment regardless of age, disability, gender identity or expression, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.