SDWAN Support Engineer
5 days ago
**Job Summary**
We are seeking a highly skilled Network and Security Specialist to join our team at Dimension Data. As a SDWAN Support Engineer, you will be responsible for providing technical support and troubleshooting for our customers' SDWAN network environments.
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
- 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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