Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch second line technical support for emergency services customers.
- Company: Join a leading public safety client delivering bespoke solutions across the UK.
- Benefits: Enjoy opportunities for personal development and travel, plus a collaborative work culture.
- Why this job: Make a real impact in public safety while working with cutting-edge technologies.
- Qualifications: Knowledge of public safety tech and experience in IT support are essential.
- Other info: Be prepared for security vetting and regular travel within the UK and to Vienna.
The predicted salary is between 36000 - 60000 £ per year.
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).
Customer Service Engineer 2nd Line employer: Advanced Resource Managers Limited
Contact Detail:
Advanced Resource Managers Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Engineer 2nd Line
✨Tip Number 1
Familiarise yourself with public safety technologies and the specific systems used by our clients. Understanding these technologies will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former Customer Service Engineers, especially those who have worked in similar environments. They can provide insights into the role and may even refer you internally, which can significantly boost your chances.
✨Tip Number 3
Prepare to discuss your experience with incident management and problem resolution. Be ready to share specific examples of how you've successfully resolved technical issues in the past, as this is a key aspect of the job.
✨Tip Number 4
Showcase your passion for personal learning and development. Highlight any relevant certifications or training you've completed, particularly in Microsoft technologies or ITIL processes, as this aligns well with what we value in our team.
We think you need these skills to ace Customer Service Engineer 2nd Line
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Service Engineer position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in providing second line support, particularly in public safety technologies or similar environments. Mention specific tools and technologies you've worked with, such as Microsoft Azure or SQL Server.
Showcase Communication Skills: Since the role involves communicating with customers and collaborating with teams, demonstrate your strong communication skills in your application. Provide examples of how you've effectively resolved customer issues or worked within a team.
Tailor Your Cover Letter: Craft a personalised cover letter that reflects your passion for IT and customer service. Discuss your proactive approach to problem-solving and your commitment to continuous learning and development, as these qualities are essential for the role.
How to prepare for a job interview at Advanced Resource Managers Limited
✨Know Your Tech
Make sure you brush up on your knowledge of public safety technologies and the specific systems mentioned in the job description. Being able to discuss Microsoft Azure, SQL Server, and networking hardware confidently will show that you're well-prepared.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've diagnosed and resolved technical issues in the past. This role requires a proactive approach to incident management, so showcasing your problem-solving abilities will be crucial.
✨Communication is Key
As a Customer Service Engineer, you'll need to communicate effectively with customers and team members. Practice articulating complex technical concepts in simple terms, and be ready to discuss how you've built relationships in previous roles.
✨Show Your Passion for Learning
This position values personal development, so be prepared to talk about any recent training or certifications you've pursued. Highlight your enthusiasm for staying updated with the latest technologies and trends in the industry.
