Job Summary
SDWAN Level 2 Support Engineer for Network Operations Center (NOC) team. Second-level support for our SDWAN solutions, ensuring the smooth functioning and optimal performance of clients network infrastructure.
Responsibilities
- Provide second-level technical support for SDWAN infrastructure, including troubleshooting, incident resolution, and root cause analysis.
- Collaborate with Level 3 engineers to resolve complex technical issues and develop appropriate solutions.
- Monitor and manage SDWAN network performance, identifying and addressing potential bottlenecks or service degradations.
- Analyze and interpret logs, alerts, and other network-related data for diagnostic and troubleshooting purposes.
- Perform proactive maintenance tasks to ensure the stability and uptime of SDWAN infrastructure.
- Document all support activities, escalating critical issues to Level 3 support and tracking progress until resolution.
- Maintain regular communication with customers and other internal teams to provide updates on issue resolution and network performance.
- Actively participate in knowledge sharing sessions and training sessions to continuously improve technical skills.
- Stay up-to-date with industry trends and emerging SDWAN technologies to provide better support and recommend enhancements.
- Contribute to the development and improvement of processes, procedures, and documentation within the NOC.
Qualifications
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- Proven experience (8+ years) in a technical support role, preferably with SDWAN technologies.
- Strong knowledge of SDWAN architectures, protocols (e.g., MPLS, VPN), and technologies (e.g., Cisco Viptela, VMware Velocloud,Versa Networks and Huawei).
- Proficient in network troubleshooting tools and methodologies (e.g., Wireshark, tcpdump, SNMP).
- Expert in routing, switching, and virtualization concepts.
- Excellent analytical and problem-solving skills with a focus on attention to details.
- Strong customer service orientation and ability to communicate effectively with both technical and non-technical stakeholders.
- Industry leading SDWAN-specific certifications are a plus.
- Proactive attitude towards self-learning and staying updated with the latest technologies and industry standards.
- Ability to work effectively in a fast-paced, dynamic environment with minimal supervision.
