SD-WAN Support Specialist
1 week ago
We are seeking a skilled SD-WAN Support Engineer to join our team at Dimension Data. As a key member of our technical team, you will be responsible for the triage and root cause identification of all SDWAN related issues that are identified for attention.
Key Responsibilities:
Fault isolation, troubleshooting, and resolution support for critical customer network issues
Expertly troubleshoot IP and Network Security issues including routing, performance, connectivity, access, network address translation, access control lists/firewall rules, and network management protocols (DHCP, DNS, etc.)
Follow-through on all Incident tickets assigned and their resolution
Effectively work with cross-functional teams or vendors to resolve major customer issues
Participate in root cause analysis on incidents, helping to drive identification of preventative actions meant to ensure problems don't recur, and delivering on the tasks within those actions
Provide rotational after hours escalation services
Support both standard customers as well as large/complex customers with custom designs and configurations
Interface with customers to understand Change of Service requests
Escalate issues in a timely fashion. Provide all relevant information, accurately entering information into trouble ticket database
Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standard
Manage customer communications and expectations until the closure of each case
Work as part of a geographically dispersed team
Requirements:
A qualification (certificate/degree/diploma) in Information Technology or Computer Science or related field
Pertinent Technology specific certifications – introductory – CompTIA Network+
Security Essentials – Fortinet NSE 1
Required Experience:
Work experience in a technical implementation engineering or similar role – 2-3 years of network or security support
Intermediate understanding of SD-WAN
Basic understanding of hyperscalers
Basic IPT skills
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