SD WAN Network Support Engineer (Tier1)

Responsibilities

The SD-WAN Network 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 relationships with customers and use expert knowledge of the solution to recommend enhancements and upgrades.

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 for potential improvements.

Monitoring and Maintenance

• Monitor SD-WAN network performance, analyze traffic patterns, and optimize SD-WAN policies.
• Proactively identify performance bottlenecks, security vulnerabilities, and capacity issues.
• Perform routine maintenance tasks, including software updates and patches.

Incident Management

• Respond to incidents and service requests promptly.
• Troubleshoot connectivity issues, configuration errors, and performance problems.
• Escalate unresolved or complex issues to Tier 2 Engineers.

Change Management

• Implement changes to SD-WAN configurations, such as adding new sites and 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).
• Analyze 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

• Experience with SD-WAN/SASE products (Cato, Meraki, Viptela, VMware Velocloud, Fortinet) and Zscaler
• Network fundamentals: TCP/IP, Switching, DNS, Routing protocols, Internet, MPLS, 4G/5G
• Experience working with ticketing and case management systems
• Bachelor’s degree in Computer Science, Information Technology, or related field
• Relevant certifications (e.g., Cato CCA, Cisco CCNA, ECMS, SDWFND, ENSDWI, VMware 5V0, Fortinet NSE)
• Customer mindset and strong sense of ownership
• Excellent communication and collaboration skills
• Problem-solving mindset
• Ability to manage multiple clients and prioritize tasks effectively
• Adaptability to changing network requirements

About the Company

Expereo is the intelligent internet company that connects people, places and things anywhere. We empower global companies to be future-ready, meeting the business demands of today and accelerating performance and growth for tomorrow. Expereo delivers secure, global network connectivity to enterprise and government sites in 600,000 locations across 190 countries. The service includes full support from design and deployment to management. Offices are located globally, including the United Arab Emirates.