SD-WAN Network Support Specialist
3 weeks ago
We are seeking a highly skilled SD-WAN Network Support Specialist to join our team at Dimension Data.
As an SD-WAN Network Support Specialist, you will be responsible for providing second-level network support for our clients' networks and assisting with security-related incidents when required. The role is designed to be proactive in addressing potential issues before they affect our clients, requiring regular reviews of reports and trends to enhance the service.
The successful candidate will have a strong background in technical implementation engineering or similar roles, with experience working with Cisco, Fortinet, or PaloAlto technology. A good understanding of SD-WAN and basic knowledge of hyperscalers and IPT skills are essential.
The salary for this position is estimated to be around $120,000 per annum, commensurate with experience.
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 it into the trouble ticket database
- Manage customer communications and expectations until the closure of each case
Knowledge, Skills, and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plan activities and projects well in advance, taking into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place the client at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
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