SD-WAN Technical Advisor

An exciting opportunity to join our team within a growing ICT Services company with a global portfolio, as a Network & Security engineer in our Global Network & Security team.

With an extensive history that extends over 135 years, the Getronics family has approximately 4,000 employees in 18 countries across Europe, Asia Pacific & Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets. This includes Workspace, Applications, Communication, Data Centre, Cloud, Consulting, Product and Managed Services.

Getronics is the lead in the Getronics Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to 90 countries. The GWA is ranked number 3 globally according to OVUM’s Managed / Maintained End-user Devices with a total of 7.4M assets.

Getronics support its employees to become experts in their field though development by an in house University and an internal recruitment program.

Team Purpose :

The Managed Network & Security Team is responsible for the management of the Network & Security devices in Getronics Datacenters, connenctivity towards customers and cloud providers and on premis network & security implementations at our Customers

You should possess excellent communication and team working skills and have confidence working on your own initiative.

Role Purpose :

We are looking for an experienced professional who is autonomous, experienced, self-driven Network fanatics.

The role is to proactively and reactively manage the Network and Security devices, act on alarms from our network management systems, act on incidents reported by our customer. Troubleshoot & analyse incidents and changes, make suggestions to fix and implement the solution. Test and deploy software upgrades or security patches. Work as a full member of our international team that consists out of 50 Engineers globally.

As a Velocloud SDWAN Technical Consultant, you will be heavily engaged to personalize their customers’ experience and ensure a successful Velocloud SDWAN migration and support experience. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for our esteemed customers. You will engage both proactively and reactively with the customer to address any technical needs. You will also provide escalation management for any technical issues encountered with customers enterprise deployment, resulting in faster time to value.

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in call tracking system and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with vendors to resolve technical issues and thus does not limit to the above with more involvement like

• Deploy VMware SD-WAN Gateway, and VMware SD-WAN Edge
• Manage VMware SD-WAN Cloud VPN
• Design VMware SD-WAN for performance and scalability
• Configure the Partner Gateway handoff
• Provide reactive / proactive Designated Technical Support to top tier customers.
• Provide configuration review, troubleshooting and best practices to named customers.
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner reported via Service desk and Customer.
• Provide fault isolation and root cause analysis for technical issues.
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
• Gather and retain customer-specific documentation in a secure location for ease of troubleshooting.
• Review of technical documentation, troubleshooting guides, etc and improvement Plans
• Act on Incidents reported by our network management tools.
• Act on Incidents reported by the customer (via our service desk)
• Proactively test & upgrade software on various devices
• Analyse capacity management reports & propose improvements.
• Prepare and execute Change requests.
• Remotely Configure new devices
• Interact with multiple teams (Helpdesk, Customer, Service delivery Managers)
• Communicate & raise incidents to 3the party (vendors / telecom providers)
• Propose improvement plans (technical & human activity)
• Proactively seek guidance from peers and seniors where required.
• Team presentations on your activities
• Propose improvements for our network management tools / Configuration.
• Analyse reporting before used by Service Delivery Manager

This role involves client interaction.

The scope of products / vendors covers –

Primary : Cisco R&S and Data center products, Velocloud SDWAN

Secondary : Hands on experience with one of the following firewalls : PaloAlto / Cisco ASA / FTD / Fortigate

Added Skills but not mandatory : Cisco and Meraki Wireless, Cisco ISE,DNAC,Zscaler(ZPA,ZIA,PRA)

Qualifications & Certifications,Trainings

Skills / Experience