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 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 environmen