The L2 Cisco SD-WAN Engineer is responsible for providing Tier 2 support for enterprise network operations, focusing on Cisco SD-WAN technologies. This role involves troubleshooting complex network issues, implementing quick fixes, and coordinating with field technicians and higher-tier support teams to ensure optimal network performance and service continuity.

Key Responsibilities

Provide L2-level support for Cisco SD-WAN, LAN, WAN, and WLAN technologies.
Troubleshoot and resolve multi-domain, high-impact network incidents escalated from Tier 1.
Implement temporary solutions and workarounds to restore services promptly.
Coordinate with field technicians for incident resolution and change implementations.
Conduct post-deployment testing and verification of network changes.
Escalate unresolved issues to L3 or OEMs when necessary.
Perform root cause analysis and publish detailed reports with improvement recommendations.
Execute change management activities, including planning, implementation, and validation.
Act as a technical point of contact for customers during incident and change processes.
Support in deploying new devices.

Required Skills & Qualifications

Bachelor’s degree in engineering, Computer Science, or related field.
4 - 5 years of experience in enterprise network support, preferably in L2 roles.
Strong hands-on experience with Cisco SD-WAN (Viptela), LAN/WAN technologies.
Proficiency in routing protocols: EIGRP, OSPF, BGP, MPLS.
Familiarity with CoS, QoS, VRF, VLANs, and VPNs.
Knowledge of Infoblox DDI (DNS, DHCP & IPAM) and Cisco ISE is a plus.
Certifications: CCNA R&S (preferred), CCNP R&S (preferred).
Strong analytical and troubleshooting skills.
Excellent communication and interpersonal skills.
Proficiency in MS Office for reporting and documentation.

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