Customer Service Engineer (Systems)

Customer Service Engineer (Systems)

PERMANENT

CARDIFF

BENEFITS PACKAGE - PRIVATE HEALTH CARE ETC.

£50,000

This really is an exciting opportunity for the right candidate to join an ambitious and forward-thinking business working within a niche market.

My client is looking for a Customer Service Engineer to join their team in Cardiff.

Reporting to the Head of Quality and Customer Service, the Customer Service Engineer will primarily be responsible for assisting with the deployment and monitoring of global maritime domain awareness systems and subsequent raising / responding to service tickets across these projects.

The successful candidate will become a technical stakeholder for all design and implementation projects, providing guidance to the field-based Engineering Support team, and feedback to Systems Architects that will be used to continuously improve design patterns and frameworks.

Main Responsibilities:

Supporting the implementation and deployment of new systems and system upgrades, as applicable. In summary this includes, but is not limited to:

• Network configuration.
• Virtual environment configuration.
• Storage configuration.
• Data migration.
• Working with undocumented data sources/feeds including meteorological and satellite
• Provide on-going systems support to end customer systems as well as internal environments (as used by Development, Test, Training), as applicable.
• Working between the company's Systems Development Team (who create the High-Level Architecture and also create the project specific Low-Level Designs) and the installation teams, documenting deviations to low level designs based on in-country limiting factors and then liaising and agreeing changes with the Systems Development Team to account for any project specific limiting factors (room size, network limitation, link performance limitations etc).
• Document all work in accordance with agreed standards.
• Link to Configuration Control for all implementation design documents produced including version control.
• Provide weekly and ad-hoc reporting as requested by the Head of Quality and Customer Service. These will evolve into service level requirements.
• Pro-actively engage with teams across the company and Vendor teams

Experience required:

• Bachelor's Degree in mathematics, Scientific, Computing or Engineering or similar discipline and 4+ years of experience in mixed software engineering and IT projects.
• Extensive experience in the deployment and maintenance of distributed enterprise software systems and solutions
• Broad understanding of how company infrastructure systems, applications and requirements work together.
• Good low-level technical knowledge of network architecture and how systems can be configured across various topologies and technologies.
• Good experience of disaster recovery failover and system replication from hardware and software perspective.
• Proven track record of technical oversight including vendor solutions.
• Assessing effort, risk, costs, and complexity for solutions.
• Good communication skills that relate the IT and business functions. For both internal and external customers (end-customer or partner)
• Excellent understanding and experience of hardware infrastructure implementation and low-level working principles.
• Good understanding of both Windows and Linux environments
• Good understanding of Virtualisation platforms.
• Ability to provide expertise and practical assistance in the investigation, evaluation and interpretation of data in order to ensure its coherence, availability, accuracy and security.
• Ability to assess COTS applications and oversee the implementation of associated tools and products.
• Understanding of support solutions for technical systems equipment.
• Awareness of working within an ITIL V4 environment an advantage
• Ability to clearly communicate with and present to internal stakeholders
• Respect and understanding for diverse global cultures and an appreciation of the challenges faced when dealing with customers and partners around the world
• Flexibility in working times to support exceptional situations where work outside of normal hours is required
• Knowledge of WAN connectivity methods

Please get in touch if you feel you have the right skills and experience.

Vibe Recruit is acting as an Employment Agency in relation to this vacancy.