At a Glance
- Tasks: Provide first-line technical support and troubleshoot customer issues in a dynamic environment.
- Company: Join a leading tech company focused on innovative SD-WAN solutions.
- Benefits: Enjoy 26 days annual leave, flexible benefits, and a pension plan with double matching contributions.
- Other info: Gain exposure to network and infrastructure support activities for technical growth.
- Why this job: Kickstart your tech career while making a real difference for customers worldwide.
- Qualifications: Basic networking knowledge and a customer-focused mindset are essential.
The predicted salary is between 25000 - 32000 £ per year.
- 1st Line Technical Support Agent
- Roles & Responsibilities
Purpose: To act as the “front door” and first point of escalation for the SD‑WAN Portfolio Team.
A 1st Line engineer will be the point of contact for customer tickets and enquiries as well as the main body reaching out to the customer.
Key Responsibilities
- Act as the entry point into the SD‑WAN Portfolio Team
- Conduct all 1st Line triage, troubleshooting and fixes
- Contact the customer to request information on active incidents
- Monitor the SD‑WAN estate for any events, triage them and then raise any incidents as required
- Swivel tickets between Fujitsu and Customer ITSM toolsets
- Ensure that tickets are proactively managed and resolved within KPIs
- Answer calls into the multiple SD‑WAN hunt group numbers
- Proactively manage the SD‑WAN mailboxes and ensure the correct actions are made
- Escalate tickets into the relevant 2nd Line teams with all appropriate troubleshooting completed
- Provide customer engineers with remote support when customer and 3rd‑party engineers are carrying out work on site
- Assist with 2nd Line responsibilities where required and adequate instructions have been provided
- Fill out the SD‑WAN accountability log upon completion of daily tasks
- Provide 1st Line support on a 24x7 basis according to the SD‑WAN rota
- Assess incoming tickets and accept/reject these as appropriate with assistance from the 2nd Line SD‑WAN team where applicable
- Check the SLA attached to the incident and reset as necessary to align with the correct processes
This is not an exhaustive list of activities, and there will be more tasks undertaken day to day based on workflow and reasonable requests from SD‑WAN Operations Management, SD‑WAN Service Managers, and SD‑WAN Security Personnel.
We are looking for a dynamic, self‑motivated team player with a customer‑focused mind‑set.
Key qualities include a good working knowledge of Windows operating systems, basic networking knowledge, attention to detail, a right first‑time attitude, and the ability to understand a variety of network designs and topologies to support a global SD‑WAN service.
Successful candidates will work within an environment that exposes them to a mixture of network and infrastructure support activities, enabling technical growth alongside primary support responsibilities.
- Your Experience
- Attention to detail with a right first‑time attitude
- A motivated self‑starter with a focus on processes
- Experience working in a customer‑facing environment
- Understanding of ITIL processes would be beneficial
- Basic networking knowledge
This role requires eligibility to undergo a UK security clearance.
- Your Benefits
- 26 days annual leave plus public holidays (3 flexible)
- Pension – double matching contributions of up to 10%
- Life assurance
- Companywide incentive plans
- Flexible benefits such as increased holidays, travel, dental, critical illness, and more
- Employee discounts
- Employee assistance programme / virtual GP
- #J-18808-Ljbffr
1st Line Engineer in Bracknell employer: Fujitsu Digital Age Assurance
Fujitsu Digital Age Assurance is an excellent employer, offering a dynamic work culture in Bracknell that prioritises employee growth and development. With comprehensive benefits such as 26 days of annual leave and a robust pension scheme, we foster a supportive environment where you can thrive while making a meaningful impact on the security of our assets and buildings.
Contact Details:
Fujitsu Digital Age Assurance Recruitment Team
