SD-WAN Support Specialist

1 week ago


Sandton, South Africa Dimension Data Full time
Job Summary

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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