SD-WAN Support Engineer

August 7

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Description

• Troubleshot, configure, and maintain SD-WAN infrastructure and services. • Monitor network performance, identify bottlenecks, and implement enhancements. • Provide advanced troubleshooting and problem resolution for SD-WAN environments. • Lead network projects, including firmware, patches, vulnerabilities, and documentation. • Serve as the highest point of technical escalation for network issues, particularly those related to SD-WAN and network technologies. • Perform root cause analysis for complex network problems and develop permanent solutions. • Collaborate with Tier 1 and 2 technicians, providing mentorship and guidance. • Provide essential support to voice and data customers, ensuring prompt and effective service delivery. • Assist in diagnosing and resolving basic wireline and wireless service issues by collaborating with internal and external resources. • Coordinate with vendors, stakeholders, and other teams to ensure successful outcomes. • Document all support activities accurately within the ticketing system. • Assist in coordinating remote field engineer dispatches and provided support during on-site visits. • Assist in managing tickets within support queues, adhering to established processes, SLAs/SLOs/KPIs. • Support change requests and assist in troubleshooting customer configurations. • Prioritize tasks effectively and demonstrate attention to detail in day-to-day responsibilities. • Conduct regular security audits and participate in security incident response activities.

Requirements

• Excellent English Communication skills (Written and verbal). • Extensive experience with SD-WAN technologies and solutions. • Strong understanding of network infrastructure, including routers, switches, firewalls, and VPNs. • Ability to work on rotating shifts and on-call rotations. • Minimum of 5 years of experience in a network operations center or similar environment. • Good understanding of IP and Optical networks including IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec. • Experience of shift work 24x7x365. • Ability to work independently and as part of a team. • Strong communication and interpersonal skills. • Experience with cloud services (AWS, Azure, GCP) and networking capabilities.