Second Line SDWAN Support Engineer
Bracknell (BRA07) or Solihull (SOL20) - Onsite 5 days a week
Are you a proactive, determined 2nd Line Support Engineer with proven hands-on skills? Can you adapt to new challenges and work flexibly across multiple customer accounts within a large support team? Do you want to shape your world and change the way the world works? This is your opportunity to collaborate and achieve together with committed people to deliver an effective second line service to high levels of customer satisfaction.
We have a number of roles within the SDWAN team in both Bracknell and Solihull for 2nd Line Engineers to join our new shared service team and work on two exciting central government accounts, utilizing our new Software Defined WAN solutions. We are looking for engineers who are keen to learn this new technology and contribute to our future SDWAN offerings across government and defence industries.
Your role will involve direct technical support for all services in the SST as part of the 2nd Line Team and assisting in the day-to-day operations and duties of the DNS SD-WAN Service. The engineer will also work with the current support personnel to understand the products and their use across the shared service and to develop their diagnostic skills and capabilities.
Your experience:
* Working knowledge and experience of network concepts and protocols.
* Ideally have knowledge of MS Service Centre Support tool, Cisco SD-WAN, vManage, Live NX and Elastic monitoring tools.
* Thorough knowledge of network technologies relating to Cisco product set would be preferable.
* Experience of patching and maintaining Windows and Linux platforms.
* Ideally have been in a support role in a WAN environment, with knowledge of IP, Routing, and SD-WAN solutions.
* An awareness and proven track record of security monitoring and cyber security controls.
* Experience of SD-WAN Networking.
* Functional knowledge of Infrastructure would be beneficial but not required.
Activities to be undertaken:
* Network Monitoring & Event management via Orchestrator tools.
* Proactive monitoring and trending of network associated events.
* Generation of WI’s, knowledge sharing with peers and team.
* Identifying and implementing Continuous Service Improvement (CSI).
* Performing investigation and diagnostics analysis of incidents and faults.
* Creating workarounds, solutions, and mitigations for identified issues.
* Identifying issues requiring more detailed analysis and escalating to product manufacturer.
* Receiving escalated customer fault reports and technical enquiries, analyzing and producing support solutions.
* Performing remote diagnostic tests where applicable to aid primary fault rectification.
* Ensuring all work performed complies with the Company’s quality requirements and ISO9000.
* Recording returned items from Customer and liaising with Fujitsu repair.
* Pre-configuring equipment ready for customer installation.
* Implementing approved configuration changes.
* Assisting in the collation of performance & availability data.
* Liaising and engaging with external 3rd party support.
* Handling customer-facing support calls and escalations.
This role will require you to hold a high level of security clearance.
Please note: It’s still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career, and if you have transferable skills/background in SDWAN, this could be the next opportunity for you.
Your benefits:
* 25 Days annual leave plus public holidays (3 flexible).
* Pension – Double matching contributions of up to 10%.
* Life assurance.
* Companywide incentive plans.
* Your choices (Flexible benefits such as increased holidays, travel, dental, critical illness, and more).
* Perks at work – employee discounts.
* Employee assistance programme / virtual GP.
Recruitment process:
The recruitment process consists of one stage of interviews.
We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.
Achieve together:
We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.
We are people-centric: Our hybrid work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.
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