Responsibilities

Proactively monitor and support network infrastructure, including routers, switches, firewalls, SD-WAN, and wireless solutions.
Provide first-level support and troubleshooting for detected issues.
Respond to and resolve IT incidents in a timely manner, adhering to established procedures and escalation protocols.
Accurately document incidents and resolutions within the incident management system.
Execute predefined standard service requests and change requests across various SD-WAN platforms, including: Cisco Viptela, VMware VeloCloud, RansNet, Silver Peak, Fortinet
Perform daily health checks, log reviews, and system performance monitoring.
Ensure all scheduled tasks are completed within agreed service levels.
Troubleshoot infrastructure issues and coordinate with specialist teams and vendors.
Participate in maintenance activities and operational improvements.
Maintain clear communication with internal IT teams, stakeholders, and end users.
Provide timely updates on incident status and operational activities.
Follow company policies and regulatory standards to ensure secure and compliant IT operations.

Requirements

Bachelor's degree / Diploma in Information Technology, Networking, or a related field
At least 1–2 years of experience in IT infrastructure operations or technical support (LAN/WAN/Cloud).
Good to have experience or knowledge supporting SD-WAN environments such as: Cisco Viptela, VMware VeloCloud, RansNet, Silver Peak, Fortinet
Ability to perform operational changes, troubleshoot issues, and coordinate escalations when required.
Experience with enterprise wireless platforms such as Cisco, Aruba, Ruckus, Meraki, or equivalent solutions is advantageous.
Experience supporting and troubleshooting enterprise Wireless LAN (WLAN) environments, including: Access Points (APs), Wireless Controllers, Cloud-managed wireless solutions
Relevant professional certifications in networking, systems, virtualisation, cloud, or IT service management (e.g., ITIL, CCNA, CCNP, VMware, or SD-WAN vendor certifications) are advantageous.
Strong analytical and problem-solving skills with a keen interest in information security and network reliability.
Strong interpersonal and communication skills.