Job Description

Our team and what we will accomplish together

Our SD-WAN and Managed LAN team supports complex enterprise environments where fast thinking, strong technical expertise and clear communication make a real difference. You will join a collaborative team that values curiosity, knowledge sharing and technical ownership. Together, we restore services, solve challenging network issues and improve the long-term reliability of the solutions our customers depend on every day. This is an opportunity to deepen your networking expertise, take on meaningful challenges and build trusted relationships while being part of a team that succeeds by learning and solving problems together.

What you will do

• Investigate and resolve complex incidents affecting customer SD-WAN, WAN and managed LAN services to restore connectivity and minimize business disruption
• Analyze network performance, alarms, logs and traffic patterns to identify issues involving latency, packet loss, jitter, bandwidth utilization, application performance and tunnel stability
• Troubleshoot SD-WAN edge devices, overlays, carrier underlays, routing, segmentation, IPsec tunnels, QoS, high availability and application-aware path selection
• Partner with customers, Tier 3 specialists, engineering teams, telecommunications carriers, field technicians and technology vendors to coordinate investigations and deliver timely resolutions
• Lead customer communications during incidents and planned changes by providing clear updates, explaining technical findings and setting realistic expectations
• Plan and implement network changes involving SD-WAN policies, routing, software upgrades, circuit migrations, device replacements and site activations while managing risk and validating service after completion
• Identify recurring incidents, chronic network conditions and emerging trends, then contribute to root-cause analysis and recommend improvements that increase service reliability
• Support SD-WAN deployments, migrations and service transitions by contributing operational expertise, testing solutions and identifying support requirements before services enter production
• Develop and maintain network diagrams, troubleshooting procedures, knowledge articles and technical documentation that improve consistency and strengthen the capabilities of the broader support team
• Share technical knowledge through coaching, collaboration and knowledge-transfer sessions that help peers resolve incidents more efficiently

Qualifications

What you bring

• A university degree, college diploma or equivalent practical experience in networking, telecommunications, information technology, computer science, engineering or a related field
• Three or more years of relevant experience supporting enterprise networks, telecommunications services or managed network environments
• Solid knowledge of IP networking concepts, including TCP/IP, the OSI model, subnetting, VLANs, routing, DHCP, DNS, NAT and network segmentation
• Hands-on experience troubleshooting WAN, LAN, Internet or SD-WAN connectivity and performance issues
• Working knowledge of routing protocols and technologies such as BGP, OSPF, static routing, MPLS, broadband and dedicated Internet access
• A structured troubleshooting approach and the ability to interpret network alarms, logs, telemetry, packet captures and performance data
• Experience supporting customers during technical incidents, service disruptions or planned network changes
• Strong verbal and written communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences
• Sound judgement, ownership and organizational skills, with the ability to manage multiple priorities in a fast-paced operational environment
• Experience collaborating with customers, internal technical teams, carriers or vendors to coordinate the resolution of complex issues

Great-to-haves

• Experience supporting an enterprise SD-WAN platform such as Cisco Catalyst SD-WAN, Cisco Meraki, Fortinet Secure SD-WAN, VMware VeloCloud or a comparable technology
• A relevant networking or service-management certification, such as Cisco CCNA, Fortinet, Juniper, vendor-specific SD-WAN certification or ITIL Foundation
• Experience with major-incident management, root-cause analysis, problem management or managed LAN technologies

Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.