SD-WAN Network Support Specialist

4 weeks ago

Sandton, South Africa Dimension Data Full time
Job Title: SD-WAN Network Support Engineer

At Dimension Data, we are seeking a highly skilled SD-WAN Network Support Engineer to join our team. As a key member of our network support team, you will be responsible for providing second-level network support for our clients' networks and assisting with security-related incidents when required.

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
  • Continually review, test, debug, and enhance existing/new capabilities and features
  • Provide rotational after-hours escalation services
  • Maintain and administer WAN solutions and related environments, including software, hardware, and tools
  • Interface with customers to understand Change of Service requests
  • Escalate issues in a timely fashion, providing all relevant information and accurately entering information into the trouble ticket database
  • Manage customer communications and expectations until the closure of each case
  • Collaborate with cross-organizational teams to promote efficient business processes

Requirements:

  • A qualification (certificate/degree/diploma) in Information Technology or Computer Science or related field
  • Pertinent Technology specific certifications – Cisco CCNA
  • Required Experience:
  • Work experience in a technical implementation engineering or similar role – 4-5 years working with Cisco, Fortinet, or PaloAlto technology
  • Intermediate understanding of SD-WAN
  • Basic understanding of hyperscalers
  • Basic IPT skills

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