2Nd Line Wan Support Engineer

2nd Line SDWAN Support Engineer

Birmingham Area on site

6 month rolling contract 24/7 shift - 4 on 4 off

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.

The types of activities to be undertaken are:

- Network Monitoring & Event management via Orchestrator tools.

- Proactive monitoring and trending of network associated events

- Performing investigation and Diagnostics analysis of incidents and faults.

- Create workarounds, solutions and mitigations for identified issues.

- 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 3rd party support

- Customer facing support calls and escalations

Mandatory Skills:

• 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.

*** A national security clearance is required for this role but candidates not holding this level of clearance will be considered ***

Project People is acting as an Employment Business in relation to this vacancy.