Support Engineer - WAN

About Us

Power Bridge is a customer centric AV & IT Infrastructure Solution & Services Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs.With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India.Our Passionate teams across business functions work in tandem with our Industry leading Technology partners to deliver hassle-free technology upgrades projects with time bound SLA's.The WAN L2 Network Engineer is responsible for advanced troubleshooting, monitoring, and support of the enterprise WAN infrastructure. The role includes handling escalated WAN issues, coordinating with ISPs, ensuring high availability of network services, and maintaining documentation related to WAN architecture and operations.

RequirementsKey Responsibilities

• Provide Level 2 WAN support in a 247 NOC environment.

  WAN Architecture Overview (NOC Perspective)Required SkillsTechnical SkillsPreferred QualificationsBenefits

• Monitor WAN links, routers, and firewalls using NMS tools.
• Handle escalations from L1 NOC engineers and provide timely resolution.
• Identify, troubleshoot, and resolve WAN outages and performance degradation.
• Perform root cause analysis (RCA) for recurring WAN issues.
• Open, manage, and track tickets with ISPs for circuit down or degraded services.
• Coordinate with ISP field engineers and backbone teams.
• Ensure restoration within defined SLAs and provide regular updates.
• Validate ISP fixes and confirm link stability post-restoration.
• Escalate chronic issues to service providers with supporting logs and metrics.
• Support enterprise WAN architectures including:
• MPLS-based WAN
• Internet Leased Line (ILL) with IPsec VPN backup
• Redundant and failover link designs
• Understand traffic flow between the branch, data center, and cloud.
• Assist in WAN circuit turn-up, migrations, and link failover testing.
• Troubleshoot WAN routers, firewalls, and edge devices.
• Support routing protocols such as BGP, OSPF, and static routing.
• Troubleshoot IPsec / Site-to-Site VPN tunnels.
• Execute approved configuration changes during maintenance windows.
• Use NMS tools (SolarWinds, PRTG, Zabbix, etc.) for proactive monitoring.
• Maintain WAN documentation, topology diagrams, and circuit inventory.
• Prepare incident reports, RCA, and daily/weekly NOC reports.
• Support audits and compliance documentation.
• Work closely with L1 NOC, Network Engineering, and Security teams.
• Follow ITIL processes for incident, change, and problem management.
• Participate in shift handovers and major incident bridges.
• Multi-site enterprise WAN
• MPLS as primary connectivity
• Internet + IPsec VPN as secondary / backup
• Redundant last-mile circuits
• Centralized monitoring and ISP escalation via NOC
• Optional SD-WAN overlay for intelligent routing (if applicable)
• Strong WAN troubleshooting skills (MPLS, ILL, Broadband)
• Hands-on ISP coordination and SLA management
• Knowledge of routing protocols (BGP, OSPF)
• VPN (IPsec) troubleshooting
• Experience with WAN routers and firewalls Tools
• Network Monitoring Systems (NMS)
• Ticketing tools (ServiceNow, Remedy, etc.)
• Basic packet analysis tools
• CCNA / CCNP (Enterprise)
• Experience in large-scale NOC environments
• Exposure to SD-WAN solutions (Cisco, Fortinet, VeloCloud, etc.)
• Health insurance coverage for Self, Spouse, and Kids.
• Long-term benefit savings plan with employer matching contributions
• Opportunities for professional development and advancement within the organization