Field /Second Line Support Engineer

Reporting to the UK Operations Manager, you will play a key role in delivering Field /Second Line Support Engineer to our customers, both remotely and on-site, troubleshooting and resolving IT issues, and ensuring reliable, high-quality service across our customers’ IT environments., * Provide first-line technical support to customers, troubleshooting and resolving hardware, software and infrastructure issues across emergency services control rooms and data centres.

• Diagnose, investigate and resolve front-end and back-end issues relating to the CAD application and its associated systems.
• Respond to customer support tickets, ensuring incidents are managed and resolved in accordance with agreed customer KPIs and Service and Maintenance Contracts.
• Carry out on-site maintenance, troubleshooting and technical support at customer locations across the UK, alongside remote support activities.
• Support and maintain Windows and Linux servers, workstations and associated IT infrastructure.
• Investigate technical issues involving SQL databases, HTTP, containerisation and virtualisation technologies, escalating complex incidents to the relevant support teams when necessary.
• Monitor, document and track incidents, solutions and technical activities, ensuring accurate and up-to-date support records.
• Work closely with internal technical teams and customers to ensure the reliable operation and availability of critical CAD systems.
• Participate in a 24/7, 365-day on-call rota to provide support for critical incidents, following completion of the initial training period.
• Attend initial and ongoing training sessions, delivered remotely and in person at the company’s UK office in Yorkshire and its headquarters in France.
• Comply with customer site procedures, security requirements and applicable service and maintenance standards.

· A minimum BTEC HND in IT and Computing or equivalent

· Baseline Security checks will be required.

· A full UK Driving Licence and Passport is required.

Essential Tech Skills Windows whizz, drivers, updates and software maintenance

· Cyber-security aware

· Hardware maintenance, e.g. drive replacement, RAM upgrade

· Familiarity with Powershell and BASH

· Windows Server and Active Directory

· Microsoft SQL Server

· Networking, e.g. IP addressing, VLANs, Firewalls and Switches

· Experience using a ticketing system

Essential no-Tech Skills

· Good verbal and written communication with team members and customers

· Professional, presentable and punctual

· Be self-motivated, proactive and prioritise work

· Self-motivated team player, also capable of working on their own initiative

SYSTEL SAS is a software company specialising in telecommunications solutions. Innovative and fast-growing, with over €16M in revenue and 115 employees, the company supports its clients in modernising their infrastructure and implementing high-performance technological solutions.

SYSTEL SAS also has two sister companies in France, JANUA and SEMANTIC EXPERTS (publisher of the JAGUARDS software), with a combined revenue of €2M and 15 employees.

In addition, SYSTEL SAS operates a UK subsidiary based in Yorkshire, SYSTEL UK, which generates €1.5M in revenue and employs eight employees.