SD WAN Network Engineer
The SD-WAN Managed 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 recommend enhancements and upgrades required.
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, analyse 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
- Collaborate with other support teams and 3rd parties to resolve complex issues
Change Management
- Implement changes to SD-WAN configurations (eg: 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)
- Analyse 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
- Bachelor's degree in Computer Science, Information Technology or related field
- Relevant certifications (eg: Cato CCA, Cisco CCNA, ECMS, SDWFND, ENSDWI, VMware5V.0)
- Experience with SD-WAN/SASE products (Cato, Meraki, Viptela, VMware, Velocloud) and Zscaler
- Familiarity with WAN technologies (Internet, MPLS, 4G/5G)
- Strong customer support and relationship skills
- Excellent communication and collaboration skills
- Problem-solving mindset
- Ability to manage multiple clients and prioritize tasks effectively
- Adaptability to changing network requirements
Benefits
Beyond the Job
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EEO (Equal Employments Opportunities) Statement:
Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.