Job Title: SD WAN Specialist
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* About the Role:
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The role of SD WAN Specialist is a critical position in our organization, responsible for providing support and configurations for FortiNet and Meraki SD WAN solutions. As a key member of our team, you will be responsible for providing front-line support for Platinum-level customer base and escalating for priority support and triage.
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You will manage core network faults and gateway to NOC and Engineering departments. Additionally, you will lead the direction and formulate the technical architecture of various departments in accordance with business strategy and consolidate the technical efforts of all teams to ensure they are working towards the same end objective.
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Lastly, you will focus on the continuous improvement of technical solutions to enhance performance and capacity and deliver quality services to customers.
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* Responsibilities:
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1. Security and SD WAN specialist providing company escalations and customer support
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2. Work closely with our SD WAN architecture team to ensure smooth implantation and operations of SD WAN Solutions
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3. Develop and maintain network documentation, including network diagrams, IP addressing and routing tables
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4. Collaborate with security and engineering teams to evaluate current working software and technologies and provide feedback on potential risk factors
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5. Phone support for all Tier 1 Customers, providing a professional and technical support system to resolve fault conditions and answer questions for customers
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6. Ticketing support troubleshooting network faults and service issues and provide call back support and ticket update support
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7. After hours on-call support as escalations to Management and Corporate support teams and scheduled out of hours work requests for internal and external stakeholders
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8. Owning and delivering the optimal customer service to internal and external stakeholders
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9. Manage expedited fault conditions from Executives and Management for highly sensitive customers, platinum customer and complex fault conditions
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Providing the customer with a professional and hands-on support model while opening lines of communication and providing dedicated assistance. Greatly improving the customer experience and manage relations to reform confidence in the TPG Brand.
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* Requirements:
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To be successful in this role, you will need to have at least 5 years' experience in a Telco/ISP industry, at least 5 years' experience in the LAN WAN and Networking sector, and at least 3 years supporting and managing SD WAN solutions.
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Certification in FortiNet SD WAN technologies NSE4,5, & 6 is also required. You will need strong knowledge of WAN technologies such as MPLS, VPN and IP Routing Protocols, EIGRP, IGRP, RIP, OSPF and BGP.
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Strong knowledge of Switching and switch vendor support, Vendor certification or equivalent workplace experience (CCNP, JNCIS-SP etc), Network security experience, Experience with packet captures and packet structure, Understanding of DNS and webhosting are also essential.
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Additionally, you will need Strong Communication skills both written and oral, Proposes technology solutions based on trends and research, Expert knowledge of IP voice principals and design, Expert knowledge of Networking principals and design, Good customer engagement and ability to work under pressure, Ability to manage and resolve issues within a tight SLA environment.
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* Benefits:
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o Flexible hybrid way of working (from home and office)
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o 'Stay Connected Mobile' – Access to a free mobile plan
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o 'Stay Connected NBN' – Access to a free NBN 100 plan
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o 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
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o Access to TPG Learning Hub platform and internal development opportunities
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o Access to Corporate Partner Discounts
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* Why Join Us?
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We are committed to creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don't align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us.
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Learn more about life at TPG Telecom here
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* Disclaimer:
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TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
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