Client Technical Specialist

Job Description  Act as client’s Subject Matter Expert with extensive understanding of client’s SD-WAN network setup/design.  Provide Technical Support for escalated incident from NOC engineers, troubleshooting and solving the issues.  Provide and/or review configurations of complex changes, documenting all changes including and not limited to maintaining network documentation.  Manage incidents to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.  Provide fault isolation and root cause analysis for technical issues.  Publish Technical Support Bulletins and other technical documentation in the Knowledge Base  Review of technical documentation for training materials, manuals, troubleshooting guides, etc Requirements  Experience - 5+ years in similar support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers)  Working experience in configuring and troubleshooting SD-WAN technologies  Experience in routing/switching technology, including MPLS IPVPN, Cloud Connect Solution, BGP, OSPF, etc.  Working experience in at least one of the SD-WAN solutions, Silverpeak, Cisco-SDWAN, Velocloud, Fortinet.  Experience with Cisco, Juniper and Fortinet products,  Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)  Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)  Working knowledge of Security services (IDS/IPS, Firewalls etc.)  Virtualization experience (AWS, Azure, VMWare, OpenStack) is a plus.  Candidate having SD-WAN certification and/or CCIE/CCNP is a plus.  Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.  Excellent written and verbal communication skills are required.