Job Description

The SD-WAN Network Support Engineer is responsible for overseeing the ongoing management and maintenance of SD-WAN solutions for clients and providing technical support and troubleshooting assistance. You will work closely with customers, network administrators, network designers, IT teams, and vendors to resolve issues, ensure smooth operation and optimal performance, security, and reliability of SD-WAN deployments. Build and maintain a relationship with the customer and use expert knowledge of the solution to recommended enhancements and upgrades required.

Responsibilities :

Customer Support:

Respond to customer inquiries, incidents, and service requests related to SD-WAN. Troubleshoot connectivity issues, performance problems, and configuration errors. Provide timely and effective solutions to minimize downtime. Generate performance reports and provide insights to inform the customer of potential improvements

Monitoring and Maintenance:

Monitor SD-WAN network performance, analyze traffic patterns, and optimize SD-WAN policies. Proactively identify performance bottlenecks, security vulnerabilities, and capacity issues. Perform routine maintenance tasks (software updates, patches).

Incident Management:

Respond to incidents and service requests promptly. Troubleshoot connectivity issues, configuration errors, and performance problems Escalate unresolved or complex issues to Tier 2 Engineers.

Change Management:

Implement changes to SD-WAN configurations (e.g., adding new sites, modifying policies). Coordinate change requests with clients and internal teams. Ensure minimal disruption during change implementation.

Configuration and Troubleshooting:

Assist with SD-WAN appliance configurations (routing, policies, security). Analyze logs, packet captures, and performance metrics. Debug and diagnose network problems.

Documentation and Knowledge Sharing:

Maintain accurate records of support activities. Create knowledge base articles and FAQs for common issues. Train end-users on SD-WAN best practices.

Requirements

Experience and soft skills:

Experience with SD-WAN/SASE products (Cato, Meraki, Viptela, VMware Velocloud, Fortinet) and Zscaler Network Fundamentals TCP/IP, Switching, DNS, Routing protocols, Internet, MPLS, 4G/5G Experience working with ticketing and case management systems.

Soft Skills:

Customer mindset and strong sense of ownership. Excellent communication and collaboration skills Problem-solving mindset Ability to manage multiple clients and prioritize tasks effectively Adaptability to changing network requirements

Technical skills:

Bachelor's degree in Computer Science, Information Technology, or related field. * Relevant certifications (e.g. Cato CCA. Cisco CCNA,ECMS, SDWFND, ENSDWI. VMware 5V0. Fortinet NSE).