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Job Description
Third Line Shared Service Support Engineer (SD-WAN)
Basingstoke
Are you proactive, determined Third Line support engineer with proven hands-on skills? Can you adapt to new challenges and work flexibly across multiple 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 third line service to high levels of customer satisfaction? This is your world and your opportunity to shape it for the better.
Your role
We are looking for a 3rd Line Shared Service Support Network Engineer (SD-WAN) to work collaboratively across our accounts within the SD-WAN shared service. Your role will involve direct technical support for services in the SD-WAN team as part of the 3rd Line Team and assist in the day-to-day operations and duties of the 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 and enhance their diagnostic skills / capability.
- Your role will involve Network Monitoring & Event management via Orchestrator tools
- Detailed investigation and Diagnostics
- 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.
- Pre ‘configured’ equipment for customer installation.
- Implement Approved Configuration Changes
- Assist in Collation of Performance & Availability Data
- Test and development within the Pre-Production environment and rollout to the Production environment
Your experience
- Experience working in a 3rd NOC support group.
- Networking SME
- Ideally Have knowledge of MS Service Center Support tool, SD-WAN, Cisco Viptela, and Juniper Routers
- Thorough knowledge of network technologies relating to Cisco/Juniper product set would be preferable.
- Ideally have been in a support role in a WAN environment, i.e. has knowledge of IP, Routing, SD-WAN solutions, Cisco Viptela, encryption, edge virtualization (VMWare or Adva)
Please note - this role will require you to be eligible and willing to undergo a high level of security clearance.
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
[email protected] 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 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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