Description
3rd Line SDWAN Support Engineer
Basingstoke
DNS OPS SERVICES NSVC
Are you proactive, determined 3rd 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.
Your role
SDWAN Support Team (SST)
We have a number of roles within the DNS SDWAN team in Basingstoke, Bracknell and Solihull for 3rd 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 3rd Line 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, ie 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:
- 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 3rdparty support
- Customer facing support calls and escalations
- To work with and alongside development engineers for Skill transfer
- The reception of escalated fault reports and technical enquiries. Analysis, investigation and production of support solutions relating to the deployed equipment or service.
- Maintain full and accurate records and progress all customer fault reports and technical enquiries.
Achieve together
We are a company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full self to work. We call this Be Completely You.
We are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Not only are we a Disability Confident company, a Times Top 50 employer for Women and a signatory for the Race at Work Charter, we are also committed to the United Nations standards for LGBT+.
We are people centric. This means we care about our people (and their families) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.
We want you to thrive. If working for a progressive organization, with a continuing commitment to diversity and inclusion is important, you should apply.
We have been recognized as a Disability Confident Leader by the Department of Work and Pensions. This is in recognition of our commitment to recruiting, retaining and employing people with disabilities. As a Disability Confident Leader, we offer a guaranteed interview to all candidates with disabilities who meet the essential criteria for a role, and are experienced at making reasonable adjustments to the recruitment process. Please let me know if you would like further information.
Security Clearance is required for this role any applicants not holding SC Clearance will be rejected.
Project People is acting as an Employment Business in relation to this vacancy.