SD WAN Network Support

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 and carriers, our continued aim and success in helping both our customers and partners depends solely on the talented individuals that make Expereo a dynamic, effective, multicultural, and equitable environment. About the Role This role combines SD-WAN engineering with advanced case ownership and service management responsibilities. The successful candidate will operate across both underlay (WAN transport, ISP, MPLS, LTE/5G) and overlay (SD-WAN/SASE platforms), providing end-to-end support for customer environments. You will act as a senior escalation point, managing complex issues across multiple layers of the network while ensuring strong customer engagement and service delivery aligned to ITIL best practices. The role requires a deep technical understanding of networking fundamentals and the ability to apply this knowledge in multi-vendor, enterprise-scale environments. Responsibilities Take end-to-end ownership of incidents, including high-priority and complex L2/L3 network and service cases Troubleshoot across underlay (ISP, WAN, MPLS, LTE/5G) and overlay (SD-WAN/SASE) layers, identifying true root cause Operate as a senior escalation point and Subject Matter Expert (SME) for complex, cross-domain issues Perform deep technical analysis using packet captures, flow analysis, logs, and monitoring platforms Engage directly with customers, providing clear communication, technical guidance, and service updates Support, configure, and optimise SD-WAN policies, application routing, and security controls Implement network changes including deployments, migrations, routing updates, and failover testing Collaborate with ISPs, vendors, and internal engineering teams to resolve service-impacting issues Drive continuous improvement through proactive monitoring, reporting, and optimisation initiatives Support ITIL-based incident, problem, and change management processes Create and maintain high-quality documentation, runbooks, and knowledge base content Extensive hands-on experience with SD-WAN platforms including Cato, Cisco Viptela, Meraki, VMware Velocloud, Fortinet, and exposure to MikroTik environments Strong understanding of underlay WAN technologies including Internet circuits, MPLS networks, broadband, and cellular (4G/5G) connectivity Advanced knowledge of routing and switching concepts, including BGP, OSPF, static routing, VLANs, STP, QoS, and traffic engineering Hands-on experience with multi-vendor environments including Cisco (Catalyst/Nexus), Juniper, and MikroTik routers and switching platforms Deep understanding of TCP/IP stack, NAT, DNS, DHCP, and application-level behaviour across networks Proven experience configuring and troubleshooting VPN technologies including IPSec (site-to-site and remote access), SSL VPN, and MPLS-based L3VPN Familiarity with redundancy and high availability protocols such as HSRP, VRRP, and failover mechanisms Experience with network monitoring and observability tools such as SolarWinds, including alerting, performance trending, and root cause identification Ability to analyse packet captures (Wireshark) and interpret network telemetry for advanced troubleshooting Strong understanding of network security principles, segmentation, and best practices within SD-WAN/SASE environments Working knowledge of ITIL frameworks and operational service management best practices Demonstrated ability to work in high-pressure environments, managing multiple critical incidents simultaneously Minimum 5+ years' experience in networking, telecommunications, or managed service environments Qualifications Bachelor's degree in IT, Computer Science or related field CCNA (required) CCNP or equivalent (preferred) SD-WAN, cloud, or vendor certifications (Cisco, VMware, Fortinet, Juniper, MikroTik) are advantageous 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.

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