Third Line Support Engineer

Job Title: 3rd Line Support Engineer

Department: Service Delivery

Location: Hampton Wick /Hybrid

Country: UK

Level: Individual Contributor

Reports To: – Head of Service Delivery

Contract Type: Permanent

Contracted Hours/Days: 37.5 hours / 5 day

Salary : £50-£53k

About Us

At Reveal, passion meets purpose. Our body-worn video solutions are more than just technology; they\’re a testament to our commitment to safety, innovation and change. Rooted in the UK, we\’ve 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. A secondary purpose is to provide internal desktop support to Reveal staff. 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

• DEMS/Software Support
• 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) Escalating cases where necessary.
• 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.
• Internal Desktop Support
• Providing desktop and server support.
• Undertaking small-to-medium sized IT projects as required d then and managing the project to meet objectives.
• Planning and recommending enhancements to ensure that the Helpdesk capacity meets current and future business requirements in a cost effective manner.
• Setting up new users and disabling expired accounts in accordance with HR requirements.
• Setting up and configuring new laptops and desktops.
• Installing authorised software to laptops and desktops.
• Creating and maintaining system access matrix.
• IT Lead Responsibilities
• Managing third party software applications used by Reveal.
• Managing third party IT suppliers used by reveal in the execution of IT Support.
• Monitoring cloud f customers and internal test system for DEMS360 software.
• Providing a base line monitoring Blueprint / Typical profile of systems deployed.
• Working collaboratively with Senior Third Line support to assist and undertake installs for cloud systems.

Your Qualifications, Technical Skills and Experience

Essential

• Technical Skills.
• Windows Servers (setup and maintenance).
• Active Directory.
• Maintain and configure laptops, desktops and mobile devices.
• Networking, switches, routers and firewalls (DNS, DHCP, TCP/IP).
• MS Exchange.
• MS SQL experience.
• Knowledge/experience of Azure Portal.
• Software installs and upgrades.
• MS Office.

Professional/Personal Skills

• 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.
• Police vetting will be a requirement for this role.

Desirable

• Additional European language.

Your Personal Skills and Attributes

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.