SD WAN Network Support Engineer (Tier 2)

We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else, while providing One Global Experience, giving Visibility, Control and Security through expereoOne.

Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.

As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.

About the Role

We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else while providing One Global Experience, giving Visibility, Control and Security through expereoOne.

Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.

As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.

About the Role

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 recommended enhancements and upgrades required

Responsibilities

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 (e.g., 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

• Experience with SD-WAN/SASE products (Cato, Meraki, Viptela, VMware Velocloud, Fortinet) and Zscaler

• Familiarity with WAN technologies (Internet, MPLS, 4G/5G).

Soft Skills:

• 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

Technical skills:

• 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).

Benefits

Beyond the Job

We're proud of our focus on Environment, Social and Governance as well as the passion we display for the communities where we live and work.

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.