Network Support Expert (SDWAN)

About the role

Responsibilities:

As a Network Support Expert You’ll mainly :

• Perform 3rd level troubleshooting for IP Network related technologies/services for problems escalated by customer’s Service Desk/Incident Management in order to fix the problems and find the root cause for them, to maintain customer’s Network operations.
• Technologies supported includes :
• Business VPN (BVPN) networks connectivity including most of the well-known routing protocols(BGP, OSPF, IGRP, EIGRP, RIP, MPLS, etc ) as well LAN switches, Wireless LAN devices, Network Boost services (IPANMEA & Riverbed), all IPSEC related services & technologies(for example Zscaler Web Protection Suite, DM VPN & other services), Technology Vendors are Cisco, Juniper, Infovista,
• Also, NSE Team is supporting all SDN related services like SD-WAN & SD-Access (SD LAN)
• During Daily job duties You’ll be also ;
• Timely and High-Quality handling of all subcases dispatched to IOC-Global Queue
• Contacting vendors (Cisco, Infovista,, others) and following up until problem resolution.
• Use all forms of training provided by Equant to keep up-to-date with existing and new services and technologies
• Participate in the improvement of the OBS knowledge base.
• Provide support to all Major Service Center (MSC) staff in relation to questions concerning Technical assistance, the status of escalated tickets, or existing processes for IP Network related issues.
• Respond to Customer Technical inquiries.
• Handling First Level of escalations for all tickets received
• Act as a team supervisor in case of a supervisor is not available.