Job Overview
This role involves collaborating with a skilled team to manage and maintain Premier Managed Service customers using SD-WAN technologies. Focus on technical validation, incident resolution, customer communication, and ensuring high standards of operational quality to support customer success.
Responsibilities
- Troubleshoot, configure, and maintain SD-WAN infrastructure and services.
- Monitor network performance, identify bottlenecks, and implement enhancements.
- Provide advanced troubleshooting and problem resolution for SD-WAN environments.
- Lead network projects, including firmware, patches, vulnerabilities, and documentation.
- Serve as the highest point of technical escalation for network issues, particularly those related to SD-WAN and network technologies.
- Perform root cause analysis for complex network problems and develop permanent solutions.
- Collaborate with Tier 1 and 2 technicians, providing mentorship and guidance.
- Provide essential support to voice and data customers, ensuring prompt and effective service delivery.
- Assist in diagnosing and resolving basic wireline and wireless service issues by collaborating with internal and external resources.
- Coordinate with vendors, stakeholders, and other teams to ensure successful outcomes.
- Document all support activities accurately within the ticketing system.
- Assist in coordinating remote field engineer dispatches and provide support during on-site visits.
- Assist in managing tickets within support queues, adhering to established processes, SLAs/SLOs/KPIs.
- Support change requests and assist in troubleshooting customer configurations.
- Prioritize tasks effectively and demonstrate attention to detail in day-to-day responsibilities.
- Conduct regular security audits and participate in security incident response activities.
Qualifications
- Excellent English communication skills (written and verbal).
- Extensive experience with SD-WAN technologies and solutions.
- Strong understanding of network infrastructure, including routers, switches, firewalls, and VPNs.
- Ability to work on rotating shifts and on-call rotations.
- Minimum of 5 years of experience in a network operations center or similar environment.
- Good understanding of IP and Optical networks, including IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec.
- Experience with shift work.
- Ability to work independently and as part of a team.
- Strong communication and interpersonal skills.
- Experience with cloud services (AWS, Azure, GCP) and networking capabilities.
Preferred Qualifications
- CCNP certification or equivalent level of knowledge and experience.
- Additional certifications, such as Palo Alto PCNSA/PCCSA, Juniper JNCNA, Fortinet FCA, or similar training and certification.
- Bachelor’s degree in computer science, Information Technology, or a related field or experience.
- Experience supporting carrier-level data services such as fiber optic and electrical circuits.
- Experience supporting carrier-level voice service such as trunking and hosted phone services.
- Experience supporting routers, switches, and phone platforms.
