1st Line Engineer

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 ...