SD-WAN – 1st Line Technical Support Agent

Fujitsu; Bracknell; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company is seeking a 1st Line Technical Support Agent in Bracknell. As the first point of contact for customer support, you will be responsible for troubleshooting technical issues, liaising with engineers, and ensuring customer satisfaction. This role offers an opportunity to grow within a diverse technical team and develop your skills in a rewarding work environment.

Benefits

26 Days annual leave plus public holidays

Pension – Double matching contributions of up to 10%

Life assurance

Employee discounts

Employee assistance program / virtual GP

Flexible benefits like increased holidays / travel / dental critical illness

Qualifications

• Motivated self-starter with a focus on processes.
• Experience working in a customer-facing environment.
• Understanding of ITIL processes would be beneficial.

Responsibilities

• First point of contact for customer-related support activities.
• Liaise with on-site engineers to assist in resolving faults.
• Triaging incidents to support prompt resolution.

Skills

Attention to detail

Customer-facing experience

Basic networking knowledge

Job description

1st Line Technical Support Agent

Location: Bracknell

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 and willing to obtain a high level of 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 interview.

We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum/essential criteria for the role. Email [e-mail] 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

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