2nd Line 24/7 SD-WAN Engineer

Job DescriptionSecond Line SDWAN Support EngineerOnsite: Solihull Are you proactive, determined 2nd Line support engineer with proven hand 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 2x exciting central government accounts, both these customer 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.Your experience•Working knowledge and experience of network concepts and protocols•Ideally have knowledge of MS Service Center 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 environments, i.e. has knowledge of IP, Routing, SD-WAN solutions.•An awareness and proven track record of security monitoring and cyber security controls and defense measures. The types of activities to be undertaken are:oNetwork Monitoring & Event management via Orchestrator tools.oProactive monitoring and trending of network associated eventsoGeneration of WI’s, knowledge sharing with peers and teamoIdentifying and implementation of CSIoPerforming investigation and Diagnostics analysis of incidents and faults.oCreate workarounds, solutions and mitigations for identified issues.oIdentified issues requiring more detailed and in-depth analysis and escalate to product manufacture. oThe reception of escalated customer fault reports and technical enquiries. Analysis, investigation and production of support solutions relating to the deployed equipment or service.oTo perform remote diagnostic tests where applicable to aid primary fault rectification.oTo ensure all work performed complies with the Company’s quality requirements and ISO9000.oRecord returned items from Customer and liaise with Fujitsu repair.oPre ‘configured’ equipment ready for customer installation.oImplement Approved Configuration Changes.oAssist in Collation of Performance & Availability Data.oLiaising and engaging with external 3rd party supportoCustomer facing support calls and escalationsPlease 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 the 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 assuranceCompanywide incentive plansYour choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)Perks at work – employee discountsEmployee assistance programme / virtual GPRecruitment processThe recruitment process consists of a one stage of interview.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 [email protected] if you would like to apply through the Disability Confident Interview Scheme.Achieve togetherWe 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