2nd Line SDWAN Support Engineer Before you apply -Don't miss out on the jobs you're really looking for.

Are you 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? Do you want to collaborate and achieve together with committed people to deliver an effective second line service to high levels of customer satisfaction? This is your world and your opportunity to shape it for the better. 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 2 exciting central government accounts, both these customers will be using our new to market offering of Software Defined WAN solutions. We are looking for engineers who are keen to learn this new technology and form part of our future SDWAN offerings across government and defence industries. Your role will involve direct technical support for all of services in the SST as part of the 2nd Line Team and assist 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 / capability., The types of activities to be undertaken are:

• 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 implementation of CSI
• Performing investigation and Diagnostics analysis of incidents and faults.
• Create workarounds, solutions, and mitigations for identified issues.
• Identified issues requiring more detailed and in-depth analysis and escalate to product manufacture.
• The reception of escalated customer fault reports and technical enquiries. Analysis, investigation and
production of support solutions relating to the deployed equipment or service.
• To perform remote diagnostic tests where applicable to aid primary fault rectification.
• To ensure all work performed complies with the Company's quality requirements and ISO9000.
• Record returned items from Customer and liaise with Fujitsu repair.
• Pre 'configured' equipment ready for customer installation.
• Implement Approved Configuration Changes.
• Assist in Collation of Performance & Availability Data.
• Liaising and engaging with external 3rd party support
• Customer facing support calls and escalations
This role will require you to hold a high level of security clearance


• 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, Linux platforms.
• Ideally have been in a support role in a WAN environment, i.e. has knowledge of IP, Routing, SD-WAN solutions.
• An awareness and proven track record of security monitoring and cyber security controls and defence measures.
• Experience of SD-WAN Networking
• Functional Knowledge of Infrastructure would be beneficial but not required
  
  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.
  
  Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)
Perks at work - employee discounts Employee assistance programme / virtual GP