📍 Job Overview

Job Title: SD-WAN – 1st Line Technical Support Agent
Company: Fujitsu
Location: Bracknell Forest, United Kingdom
Job Type: On-site, Full time
Category: IT Support, Networking
Date Posted: June 24, 2025
Experience Level: Entry-level to Mid-level
Remote Status: On-site

🚀 Role Summary

Serve as the primary point of contact for customer-related support activities, ensuring prompt and efficient resolution of technical issues.
Collaborate with on-site engineers to troubleshoot and resolve network faults, maintaining clear and concise communication with customers.
Grow technically within a diverse team, exposed to a mix of network and infrastructure support activities.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and a customer-focused mindset. The successful candidate will be a self-motivated team player with a right-first-time attitude and basic networking knowledge.

💻 Primary Responsibilities

Customer Support: Act as the first point of contact for customers, addressing their technical issues promptly and professionally.
Incident Triage: Triage incidents to support a swift resolution, ensuring clear and concise communication with customers throughout the process.
Engineer Assistance: Liaise directly with on-site engineers to assist them in resolving faults, providing technical support as needed.
Communication: Maintain open and effective communication with customers, keeping them updated on the progress of their issues.
Technical Growth: Develop technically within a diverse team, gaining exposure to various network and infrastructure support activities.

📝 Enhancement Note: This role requires strong problem-solving skills and the ability to work effectively under pressure. The successful candidate will be able to prioritize tasks and manage their time efficiently to ensure customer satisfaction.

🎓 Skills & Qualifications

Education: A relevant IT or computer science degree or equivalent experience is preferred.

Experience: Candidates should have experience working in a customer-facing environment and a basic understanding of networking principles.

Required Skills:

Attention to Detail: A right-first-time attitude and meticulous approach to task completion.
Customer Focus: Strong customer service skills and a customer-focused mindset.
Communication: Clear, concise, and effective communication skills, both written and verbal.
Problem Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues.
Teamwork: A collaborative and team-oriented approach, with the ability to work effectively within a diverse team.
Basic Networking Knowledge: Familiarity with network designs, topologies, and troubleshooting techniques.

Preferred Skills:

ITIL Understanding: Knowledge of ITIL processes and best practices would be beneficial.
Security Awareness: Familiarity with security protocols and procedures, as this role may require a high level of security clearance.

📝 Enhancement Note: While not strictly required, experience with SD-WAN services or similar networking technologies would be advantageous for this role.

📊 Web Portfolio & Project Requirements

As this is a support role, a portfolio is not typically required. However, demonstrating relevant experience and skills through examples or case studies can strengthen your application.

Technical Documentation:

Incident Reports: Provide examples of incident reports or case studies demonstrating your ability to triage and resolve technical issues.
Customer Feedback: Include any positive customer feedback or testimonials highlighting your communication skills and customer service.

📝 Enhancement Note: While not explicitly stated, demonstrating an understanding of SD-WAN services or similar networking technologies through relevant projects or case studies can enhance your application.

💵 Compensation & Benefits

Salary Range: £20,000 - £25,000 per annum (Based on UK market research for entry-level IT support roles with networking experience)

Benefits:

26 days annual leave plus public holidays (with 3 flexible days)
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

📝 Enhancement Note: While the salary range is an estimate based on market research, the benefits package is comprehensive and competitive for entry-level IT support roles in the UK.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fujitsu is a multinational information technology equipment and services company, operating in the technology sector.

Company Size: Fujitsu employs over 120,000 people worldwide, making it a large organization with significant resources and opportunities for career growth.

Founded: Fujitsu was founded in 1935, with a rich history and extensive experience in the technology industry.

Team Structure:

The SD-WAN team is part of Fujitsu's Network Services division, working closely with other technical teams to deliver global network services.
The team consists of diverse technical roles, including network engineers, support specialists, and project managers.
The role reports directly to the SD-WAN Team Lead, with opportunities for collaboration and knowledge sharing across the wider Network Services team.

Development Methodology:

Fujitsu follows Agile methodologies for project management and service delivery, with a focus on continuous improvement and customer satisfaction.
The SD-WAN team uses collaborative tools and platforms to facilitate communication, knowledge sharing, and task management.
Regular team meetings and one-to-one sessions are held to ensure open communication, address any concerns, and provide support and guidance.

Company Website: Fujitsu

📝 Enhancement Note: Fujitsu's company culture emphasizes collaboration, innovation, and customer focus, with a strong commitment to diversity, inclusion, and sustainability. The company offers numerous opportunities for professional development and career growth.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level to mid-level position within the IT support and networking field. It provides an excellent foundation for a career in network services, with opportunities for growth and specialization in various technical areas.

Reporting Structure: The role reports directly to the SD-WAN Team Lead, with opportunities for collaboration and knowledge sharing across the wider Network Services team.

Technical Impact: The successful candidate will play a crucial role in ensuring the smooth operation of Fujitsu's global SD-WAN service, contributing to the company's overall success and customer satisfaction.

Growth Opportunities:

Technical Specialization: As you gain experience and develop your skills, you may have the opportunity to specialize in specific areas of networking or move into more senior technical roles.
Team Leadership: With experience and demonstrated leadership skills, you may have the opportunity to lead a team or take on a management role within the Network Services division.
Project Management: As you gain experience and develop your skills, you may have the opportunity to move into project management roles, overseeing the delivery of network services and projects.

📝 Enhancement Note: Fujitsu offers numerous opportunities for professional development and career growth, with a strong focus on employee engagement, training, and support.

🌐 Work Environment

Office Type: Fujitsu's Bracknell office is a modern, collaborative workspace designed to foster innovation and productivity. The office features open-plan workspaces, meeting rooms, and breakout areas, with a focus on employee well-being and comfort.

Office Location(s): Bracknell, United Kingdom

Workspace Context:

Collaboration: The office encourages collaboration and knowledge sharing, with open-plan workspaces and dedicated meeting areas.
Technology: Fujitsu provides state-of-the-art technology and tools to support its employees, including high-speed internet access, modern hardware, and collaborative software platforms.
Flexibility: Fujitsu offers flexible working arrangements, including remote work options and flexible hours, to support work-life balance.

Work Schedule: The role operates on a standard full-time schedule, with core hours of 9:00 AM to 5:30 PM, Monday to Friday. Flexible working arrangements may be available, depending on business needs and team requirements.

📝 Enhancement Note: Fujitsu's work environment is designed to be inclusive, supportive, and engaging, with a strong focus on employee well-being, collaboration, and innovation.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss your application, assess your communication skills, and ensure you meet the basic requirements for the role.
Technical Assessment: A practical assessment or case study to evaluate your networking knowledge, problem-solving skills, and attention to detail.
Behavioral Interview: A structured interview focusing on your behavior, skills, and experiences relevant to the role, using the STAR method (Situation, Task, Action, Result).
Final Interview: A final interview with the hiring manager or team lead to discuss your fit for the role, team, and company, and to answer any remaining questions.

Portfolio Review Tips:

Focus on your customer service skills, attention to detail, and problem-solving abilities through relevant examples or case studies.
Highlight any experience with networking technologies, SD-WAN services, or similar networking environments.
Demonstrate your understanding of ITIL processes and best practices, if applicable.

Technical Challenge Preparation:

Brush up on your networking knowledge, focusing on network designs, topologies, and troubleshooting techniques.
Familiarize yourself with SD-WAN services and any relevant technologies or platforms used by Fujitsu.
Practice your problem-solving skills and attention to detail through relevant exercises or case studies.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Networking: SD-WAN, Network Design, Network Topology, Network Troubleshooting, Network Support, Network Services
Customer Service: Customer Support, Customer Facing, Customer Focus, Customer Satisfaction
Problem Solving: Troubleshooting, Incident Management, Problem Management, Root Cause Analysis
Communication: Communication Skills, Verbal Communication, Written Communication, Customer Communication
Teamwork: Teamwork, Collaboration, Knowledge Sharing, Stakeholder Management
ITIL: ITIL, ITIL Processes, IT Service Management, Incident Management, Problem Management
Attention to Detail: Attention to Detail, Right First Time, Quality Assurance, Process Improvement

📝 Enhancement Note: Fujitsu's interview process is designed to be comprehensive and thorough, ensuring the best fit for both the candidate and the company. The company values strong communication skills, attention to detail, and a customer-focused mindset, with a strong emphasis on technical competence and problem-solving abilities.

🛠 Technology Stack & Web Infrastructure

As this is an IT support role focused on networking, the technology stack and web infrastructure are not the primary focus. However, a basic understanding of the following technologies and concepts is beneficial:

Networking: Network Design, Network Topology, Network Troubleshooting, Network Support, Network Services
SD-WAN: Familiarity with SD-WAN services and any relevant technologies or platforms used by Fujitsu.
ITIL: ITIL Processes, IT Service Management, Incident Management, Problem Management

📝 Enhancement Note: While not the primary focus of this role, a basic understanding of SD-WAN services and relevant technologies can enhance your application and demonstrate your commitment to the role and the company.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Fujitsu places a strong emphasis on customer satisfaction, with a customer-focused mindset at the core of its values.
Collaboration: Fujitsu fosters a collaborative work environment, encouraging knowledge sharing, teamwork, and stakeholder management.
Innovation: Fujitsu values innovation and continuous improvement, with a strong focus on driving progress and delivering excellence.
Quality: Fujitsu is committed to delivering high-quality services and solutions, with a right-first-time attitude and a focus on process improvement.

Collaboration Style:

Cross-Functional Integration: Fujitsu encourages collaboration and knowledge sharing across different teams and disciplines, fostering a holistic approach to problem-solving and service delivery.
Code Review Culture: While not directly applicable to this role, Fujitsu's collaborative culture extends to code reviews and peer programming practices, ensuring high-quality deliverables and continuous learning.
Knowledge Sharing: Fujitsu encourages knowledge sharing and learning, with regular training, workshops, and team meetings to facilitate growth and development.

📝 Enhancement Note: Fujitsu's team culture is built on a foundation of collaboration, innovation, and customer focus, with a strong commitment to delivering high-quality services and solutions. The company values strong communication skills, attention to detail, and a customer-focused mindset, with a strong emphasis on technical competence and problem-solving abilities.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Network Troubleshooting: Troubleshooting network faults and issues, often under pressure and within tight deadlines.
Customer Expectations: Managing customer expectations and ensuring high levels of customer satisfaction, even in challenging or difficult situations.
Technical Complexity: Working with complex network designs, topologies, and technologies, requiring a strong understanding of networking principles and best practices.
Continuous Learning: Staying up-to-date with the latest networking technologies, trends, and best practices, and adapting to change.

Learning & Development Opportunities:

Technical Training: Fujitsu offers regular training and development opportunities, with a focus on technical skills, networking principles, and best practices.
Conferences & Events: Fujitsu encourages employees to attend industry conferences, events, and workshops, providing opportunities for networking, learning, and professional development.
Mentorship & Coaching: Fujitsu offers mentorship and coaching programs, pairing employees with experienced team members or managers to facilitate growth and development.

📝 Enhancement Note: Fujitsu offers numerous opportunities for professional development and growth, with a strong focus on employee engagement, training, and support. The company encourages a culture of continuous learning and improvement, with a strong emphasis on technical excellence and customer satisfaction.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Questions assessing your understanding of networking principles, network designs, topologies, and troubleshooting techniques.
SD-WAN Services: Questions focusing on your familiarity with SD-WAN services and any relevant technologies or platforms used by Fujitsu.
Problem-Solving: Scenario-based questions designed to evaluate your problem-solving skills, attention to detail, and ability to work under pressure.

Company & Culture Questions:

Customer Focus: Questions assessing your understanding of Fujitsu's customer-focused mindset and commitment to customer satisfaction.
Collaboration: Questions exploring your approach to collaboration, teamwork, and knowledge sharing, and your ability to work effectively within a diverse team.
Adaptability: Questions evaluating your ability to adapt to change, learn new technologies, and embrace new challenges.

Portfolio Presentation Strategy:

Customer Service Focus: Highlight your customer service skills, attention to detail, and problem-solving abilities through relevant examples or case studies.
Technical Expertise: Demonstrate your understanding of networking principles, network designs, topologies, and troubleshooting techniques through relevant examples or projects.
Adaptability: Showcase your ability to adapt to change, learn new technologies, and embrace new challenges through relevant examples or experiences.

📝 Enhancement Note: Fujitsu's interview process is designed to be comprehensive and thorough, ensuring the best fit for both the candidate and the company. The company values strong communication skills, attention to detail, and a customer-focused mindset, with a strong emphasis on technical competence and problem-solving abilities.

📌 Application Steps

To apply for this SD-WAN – 1st Line Technical Support Agent position:

Submit Your Application: Visit the Fujitsu careers website and submit your application through the provided link.
Tailor Your Resume: Highlight your relevant experience, skills, and achievements, focusing on customer service, networking, and problem-solving abilities.
Prepare for the Phone Screen: Familiarize yourself with the role, company, and industry, and practice your communication skills and customer service mindset.
Research the Company: Learn about Fujitsu's values, culture, and commitment to customer satisfaction, and prepare thoughtful questions to ask during the interview process.
Prepare for the Technical Assessment: Brush up on your networking knowledge, focusing on network designs, topologies, and troubleshooting techniques. Practice your problem-solving skills and attention to detail through relevant exercises or case studies.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Fujitsu before making application decisions.

SD-WAN – 1st Line Technical Support Agent