Job Description

Position Title: L2 Engineer /SME - Fortinet SD-WAN

Department: IT/Network Operations

Location: Dubai / Abu Dhabi

Job Summary

The

L2 Engineer - Fortinet SD-WAN

is responsible for providing advanced technical support, troubleshooting, and management of Fortinet SD-WAN solutions. This role involves handling escalated issues from Level 1 (L1) support, ensuring the stability and performance of SD-WAN infrastructure, and collaborating with cross-functional teams to implement, optimize, and maintain Fortinet SD-WAN deployments.

Key Responsibilities

Technical Support and Troubleshooting

Provide Level 2 (L2) support for Fortinet SD-WAN solutions, including FortiGate firewalls, SD-WAN controllers, and related devices. Troubleshoot escalated issues related to SD-WAN connectivity, routing, application performance, and configuration. Perform root cause analysis (RCA) for recurring issues and document solutions. Resolve complex network issues involving dynamic path selection, link failover, and application-aware routing.

SD-WAN Configuration and Management

Configure and manage Fortinet SD-WAN policies, including dynamic path selection, traffic shaping, and application-aware routing. Optimize SD-WAN configurations to ensure high availability and performance across multiple sites. Implement and maintain Fortinet security features, such as VPNs, firewalls, and intrusion prevention systems (IPS). Monitor SD-WAN performance using Fortinet tools such as FortiManager and FortiAnalyzer.

Incident and Problem Management

Respond to and resolve incidents within defined SLAs. Escalate unresolved issues to Level 3 (L3) support or Fortinet vendor teams when necessary. Document incidents, resolutions, and lessons learned in the knowledge base.

Performance Monitoring and Reporting

Use Fortinet monitoring tools (e.g., FortiAnalyzer, FortiManager) to track SD-WAN health and performance. Generate regular reports on SD-WAN utilization, uptime, and issue trends. Provide recommendations for SD-WAN optimization based on analytics.

Collaboration and Communication

Work closely with L1 support teams to ensure smooth escalation processes. Collaborate with cross-functional teams for SD-WAN upgrades, migrations, and deployments. Communicate effectively with stakeholders regarding SD-WAN status, incidents, and resolutions.

Compliance and Security

Ensure SD-WAN configurations adhere to organizational security policies and industry standards. Conduct regular audits to ensure compliance with regulatory requirements. Implement and maintain Fortinet security features, such as SSL/TLS encryption, VPNs, and firewalls.

Qualifications

Education

Bachelor's degree in Computer Science, Information Technology, or a related field. Fortinet certifications (e.g., NSE4 - Fortinet Network Security Professional, NSE5 - Fortinet Network Security Analyst) are highly preferred.

Experience

5+ years of experience in network SD WAN solutions. Hands-on experience with Fortinet SD-WAN solutions and FortiGate devices. Proven expertise in troubleshooting and resolving SD-WAN-related issues.

Technical Skills

Strong knowledge of Fortinet SD-WAN solutions, including FortiGate firewalls and FortiManager. Proficiency in network protocols (e.g., TCP/IP, BGP, OSPF, DNS, DHCP, VPNs). Experience with dynamic path selection, link failover, and application-aware routing. Familiarity with Fortinet security features, such as IPS, firewalls, and VPNs. * Knowledge of ITSM platforms (e.g., ServiceNow for incident and problem management.