SD-WAN Support Specialist
18 hours ago
We are seeking a skilled Network and Security Engineer to join our team as an SD-WAN Support Specialist. In this role, you will be responsible for the triage and root cause identification of all SD-WAN related issues that require attention.
This involves using tooling and problem-solving approaches to rapidly identify probable causes and either resolve or pass on to the next engineering level for further assistance. You will provide exposure to network, security, telephony, hyperscaler, and other support matters within the SD-WAN network environment.
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
- Evaluate issues in a timely fashion. Provide all relevant information, accurately entering information into trouble ticket database
- Maintain service Mean Time to Repair (MTTR) within regional or contractual standards
- Manage customer communications and expectations until the closure of each case
The ideal candidate should possess strong technical skills, particularly in SD-WAN, network security, and hyperscalers. Intermediate understanding of SD-WAN and basic IPT skills are essential.
Requirements:To be considered for this role, candidates must meet the following requirements:
- A qualification in Information Technology or Computer Science or related field
- Pertinent technology-specific certifications such as CompTIA Network+ and Fortinet NSE 1
- At least 2-3 years of experience in technical implementation engineering or similar roles, preferably in network or security support
The salary range for this position is estimated to be between $70,000 and $110,000 per annum, depending on location and experience. This estimate takes into account industry standards and the value added by the successful candidate.
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