SDWAN Support Engineer; L1

Description

You will be responsible for the triage and root cause identification of all SDWAN related issues that are identified for attention. A key element to the role is the use of tooling and problem solving approach to rapidly identify probable cause and either resolve or pass onto the next engineering level to address. This will include all elements of the SDWAN network environment and will provide exposure to network, security, telephony, hyperscaler, etc.

support matters.

Key Roles and Responsibilities:

· Fault isolation, troubleshooting, and resolution support for critical customer network issues

· Expertly troubleshoot IP and Network Security issues including routing, performance, connectivity, access, network address translation, access control lists/firewall rules, and network management protocols (DHCP, DNS, etc.)

· Follow-through on all Incident tickets assigned and their resolution

· Effectively work with cross-functional teams or vendors to resolve major customer issues

· Participate in root cause analysis on incidents, helping to drive identification of preventative actions meant to ensure problems don’t recur, and delivering on the tasks within those actions

· Provide rotational after hours escalation services

· Support both standard customers as well as large/complex customers with custom designs and configurations

· Interface with customers to understand Change of Service requests

· Escalate issues in a timely fashion. Provide all relevant information, accurately entering information into trouble ticket database

Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standard

· Manage customer communications and expectations until the closure of each case

· Work as part of a geographically dispersed team

Knowledge, Skills and Attributes:

· Ability to communicate and work across different cultures and social groups

· Ability to plans activities and projects well in advance, and takes into account possible changing circumstances

· Ability to maintain a positive outlook at work

· Ability to work well in a pressurised environment

· Ability to work hard and put in longer hours when it is necessary

· Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting

· Ability to adapt to changing circumstances

· Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Requirements

Academic Qualifications and Certifications:

· A qualification (certificate/degree/diploma) in Information Technology or Computer Science or related field

· Pertinent Technology specific certifications – introductory – CompTIA Network+

· Security Essentials – Fortinet NSE 1

Required Experience:

· Work experience in a technical implementation engineering or similar role – 2-3 years of network or security support

· Intermediate understanding of SD-WAN

· Basic understanding of hyperscalers

· Basic IPT skills