2nd Line Product Support Engineer

  • Job Reference: HQ00015732
  • Date Posted: 6 September 2018
  • Recruiter: E-Resourcing
  • Location: Kingston upon Thames
  • Salary: £35,000 to £38,000
  • Sector: IT (general)
  • Job Type: Permanent
  • Duration: Permanent
  • Work Hours: Full Time

Job Description

My client, an award-winning organisation who supply smart, efficient and secure body worn video camera systems that transform the jobs of frontline workers. They are going through a very exciting period of sustained organic growth and as such are looking for two 2nd Line Product Support Engineers to join their growing support team.


Job title: 2nd line Product Support Engineer
Reporting to: Service Delivery Manager

Purpose of the position

The primary objective of the Helpdesk is to provide ongoing support and assistant to customers for any product related issues. A secondary purpose is to provide internal desktop support to staff.
The 2nd line Support Engineer is an important part of the Helpdesk, providing customer software support for our DEMS related issues, undertaking analysis and diagnosis, and implement resolutions within agreed timeframes. This role requires excellent customer service skills and advanced technical experience, demonstrating a passion for emerging technologies and the commercial insight to ensure the Helpdesk achieves its primary objective.

Responsibilities & Duties

Responsibility Area 1: DEMS/Software Support

Act as the main 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
Demonstrating the ability to troubleshoot and resolve complex DEMS related issues
Escalating unresolved calls to the product engineering and development team
Maintain a high degree of customer service
Provide training and rollout support on DEMS upon request
Arrange for additional technical support where problems cannot be resolved within the support team
Escalating cases to the service delivery manager where necessary
Create and continually update documents to detail the client requirements for a successful rollout of DEMS and Body Worn Camera solution

Responsibility Area 2: Internal Desktop Support

Provide desktop and server support
Undertake small-to-medium sized IT projects as instructed by the service delivery manager and then managing the project to meet pre-defined objectives
Planning and recommending enhancements to ensure that Helpdesk capacity meets current and future business requirements in a cost- effective manner
Required skills
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 will be a bonus
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

For more information on this exciting opportunity, please contact Lee Barham in confidence on 01372 748 444 / lee.barham@e-resourcing.co.uk