Second Line Infrastructure Support Engineer

We have a number of roles within the SDWAN team in Bracknell 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. This role will be managing and maintaining the platform in which these run on.,

• Estate Monitoring & Event management via Orchestrator tools.
• 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.
• 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
  
  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., Working knowledge and experience of Windows and Linux Environments
• Ideally have knowledge of Elastic, Zabbix and VMWare.
• Experience of patching across various playforms.
• An awareness and proven track record of security monitoring and cyber security controls and defence measures.
• Experience of working at a 2 nd Line Support level
• Functional Knowledge of Networking 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.
  
  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