Network Engineer - L2 / SDWAN Support

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

1. Provide second-level technical support for SDWAN infrastructure, including troubleshooting, incident resolution, and root cause analysis.
2. Collaborate with Level 3 engineers to resolve complex technical issues and develop appropriate solutions.
3. Monitor and manage SDWAN network performance, identifying and addressing potential bottlenecks or service degradations.
4. Analyze and interpret logs, alerts, and other network-related data for diagnostic and troubleshooting purposes.
5. Perform proactive maintenance tasks to ensure the stability and uptime of SDWAN infrastructure.
6. Document all support activities, escalating critical issues to Level 3 support and tracking progress until resolution.
7. Maintain regular communication with customers and other internal teams to provide updates on issue resolution and network performance.
8. Actively participate in knowledge sharing sessions and training sessions to continuously improve technical skills.
9. Stay up-to-date with industry trends and emerging SDWAN technologies to provide better support and recommend enhancements.
10. Contribute to the development and improvement of processes, procedures, and documentation within the NOC.

Qualifications

1. Bachelor's degree in Computer Science, Information Systems, or a related field.
2. Proven experience (8+ years) in a technical support role, preferably with SDWAN technologies.
3. Strong knowledge of SDWAN architectures, protocols (e.g., MPLS, VPN), and technologies (e.g., Cisco Viptela, VMware Velocloud, Versa Networks, and Huawei).
4. Proficient in network troubleshooting tools and methodologies (e.g., Wireshark, tcpdump, SNMP).
5. Expert in routing, switching, and virtualization concepts.
6. Excellent analytical and problem-solving skills with a focus on attention to details.
7. Strong customer service orientation and ability to communicate effectively with both technical and non-technical stakeholders.
8. Industry-leading SDWAN-specific certifications are a plus.
9. Proactive attitude towards self-learning and staying updated with the latest technologies and industry standards.
10. Ability to work effectively in a fast-paced, dynamic environment with minimal supervision.