1st Line Technical Support Agent
Location – Bracknell, Southern Business Area – Fujitsu BRA01
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 enquires as well as the main body reaching out to the customer.
Key Responsibility
- 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 in to 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
- Assisting with 2nd Line Responsibilities where required and adequate instructions have been provided.
- Filling out the SD-WAN accountability log upon the completion of daily tasks
- Providing 1st Line Support on a 24x7 Basis according to the SD-WAN Rota
- Assessing 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
Are you dynamic, self-motivated, and a team player with a customer-focused mind-set?
Do you have a good working knowledge of windows operating system, a basic networking knowledge would be advantageous, attention to detail and a right first-time attitude is key.
Can you understand a variety of network designs and topologies, to enable the troubleshooting and support of a global SD-WAN service?
Do you want to make a difference and change the way the world works? Do you want to collaborate and achieve together with group of committed people to enable the delivery of a global SD-WAN service for a prestigious customer? This is your world and your opportunity to transform it for the better.
Your role
We are looking for someone with a flexible, dynamic, can-do attitude, working in a fast-paced environment, join a friendly and collaborative team, to be our first point of contact for the customer related support activities.
A 1st Line Technical Support Agent to add value to an existing technically diverse team of engineers, with a right 1st time attitude, with an attention to detail is a must.
Can you be clear concise when engaging the customers, updating the customer efficiently in a prompt manner and own technical issues through to resolution.
A standard day can include liaising directly with on-site engineers to assist them resolving faults, triage of incidents to support a prompt resolution and be a key player in communications to the end customer.
For the successful candidate, you will be working within an environment that will expose you to a mixture of network and infrastructure support activities, this will enable you to grow technically alongside your primary support function.
Your experience
- Attention to detail with 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 will require you to be eligible 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
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 stages of interview
We are a Disability Confident Employer and will offer an interview to disabled applicants who 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 hybrid 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
