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.
Conduct regular security audits and participate in security incident response activities.

Minimum of 5 years of experience in a network operations center or similar environment.
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.
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 cloud services (AWS, Azure, GCP) and networking capabilities.
Ability to work on rotating shifts and on-call rotations.
Ability to work independently and as part of a team.
Strong communication and interpersonal skills.
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, are an advantage and highly desirable.
Bachelor’s degree in computer science, Information Technology, or a related field or experience.

Tier 3 SD-WAN NOC Engineer

Key skills