Key skills
VMwareCommunicationCollaboration
About this role
Role Overview
- 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
- 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)
- 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
- Implement changes to SD-WAN configurations (eg: adding new sites, modifying policies)
- Coordinate change requests with clients and internal teams
- Ensure minimal disruption during change implementation
- Assist with SD-WAN appliance configurations (routing, policies, security)
- Analyse logs, packet captures and performance metrics
- Debug and diagnose network problems
- 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).
Tech Stack
- VMware
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.