Position Overview
Join the team as an SD-WAN Engineer, a role that offers a unique opportunity to collaborate with a highly skilled and dedicated team. Your expertise in SD-WAN technologies with CCNP-level proficiency will be instrumental in the success of the Service Advantage Team (SAT) that manages and maintains the company’s Premier Managed Service customers. We are deeply committed to delivering exceptional customer engagements and are seeking individuals who share this commitment and are ready to contribute to our customers' success.
Our SAT engineers play a crucial role in maintaining the overall technical and operational quality and resolutions of incidents and problems. We are deeply committed to technical validation and analysis, communication with customers and third parties, vendors and suppliers, and above all, ensuring the satisfaction of the company’s customer base. We are looking for individuals who share this commitment to technical validation and analysis and are ready to contribute to our team's success by upholding our high standards of technical and operational quality.
Key Responsibilities
- Troubleshoot, configure, and maintain SD-WAN infrastructure and services.
- Monitor network performance, identify bottlenecks, and implement enhancements.
- Provide advanced troubleshooting and problem resolution for SD-WAN environments.
- Lead network projects, including firmware, patches, vulnerabilities, and documentation.
- Serve as the highest point of technical escalation for network issues, particularly those related to SD-WAN and network technologies.
- Perform root cause analysis for complex network problems and develop permanent solutions.
- Collaborate with Tier 1 and 2 technicians, providing mentorship and guidance.
- Provide essential support to voice and data customers, ensuring prompt and effective service delivery.
- Assist in diagnosing and resolving basic wireline and wireless service issues by collaborating with internal and external resources.
- Coordinate with vendors, stakeholders, and other teams to ensure successful outcomes.
- Document all support activities accurately within the ticketing system.
- Assisted in coordinating remote field engineer dispatches and provided support during on-site visits.
- Assist in managing tickets within support queues, adhering to established processes, SLAs/SLOs/KPIs.
- Support change requests and assist in troubleshooting customer configurations.
- Prioritize tasks effectively and demonstrate attention to detail in day-to-day responsibilities.
- Conduct regular security audits and participate in security incident response activities.
Skills Required
- Excellent English Communication skills (Written and verbal).
- Extensive experience with SD-WAN technologies and solutions.
- Strong understanding of network infrastructure, including routers, switches, firewalls, and VPNs.
- Ability to work on rotating shifts and on-call rotations.
- Minimum of 5 years of experience in a network operations center or similar environment.
- Good understanding of IP and Optical networks, including IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec.
- Experience of shift work.
- Ability to work independently and as part of a team.
- Strong communication and interpersonal skills.
- Experience with cloud services (AWS, Azure, GCP) and networking capabilities.
Preferred Education, Skills, and Experience
- CCNP certification or equivalent level of knowledge and experience.
- Additional certifications, such as Palo Alto PCNSA/PCCSA, Juniper JNCNA, Fortinet FCA, or similar training and certification, are an advantage and highly desirable.
- Bachelor’s degree in computer science, Information Technology, or a related field or experience.
- Experience supporting carrier-level data services such as fiber optic and electrical circuits.
- Experience supporting carrier-level voice service such as trunking and hosted phone services.
- Experience supporting routers, switches, and phone platforms.
- Experience supporting Sonus Session Border Controller.
- Experience supporting Netsapiens Hosted Platform or similar platforms.
- Experience with call routing.
- Experience working with network flow and packet capture analysis tools such as Netscout, NetFlow, and Wireshark.
- Ability to effectively prioritize workload.
- Resourceful, innovative, and creative.
- Ability to work extra hours as needed.
- Work in a fast-paced and ever-changing environment.z
The company offers:
- Fully remote position.
- Wide range of Hardware Options.
- Growing company.
- Collaborative and Dynamic Team.
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