WAN Support Engineer

We are looking for a skilled WAN Support Engineer with 3-7 years of experience in network troubleshooting, operations, and enterprise WAN support. The ideal candidate should have strong knowledge of routing and switching, TCP/IP, and WAN technologies, including BGP, along with a valid CCNA certification. The candidate will be responsible for monitoring global WAN network performance, troubleshooting connectivity issues, managing escalations, and ensuring smooth network operations in a 24/7 support environment.

Key Responsibilities:-

Required Skills and Qualifications

Preferred Candidate Profile

• Candidates comfortable with shift-based operations, incident ownership, vendor coordination, and troubleshooting in a fast-paced network support environment.
• Professionals with hands-on experience managing global enterprise network incidents and WAN escalations.
• Candidates currently working in WAN Support, Network Operations, Network Support, or Network Operations Centre (NOC) roles.
• Willingness to work in rotational shifts, including night shifts, as required by the 24/7 support model.
• Good communication and coordination skills for working with global teams, vendors, and stakeholders.
• Strong analytical and problem-solving skills, with the ability to work under pressure and prioritize incidents based on business impact.
• Good understanding of incident management, ticketing systems, root cause analysis, and operational documentation.
• Experience handling network escalations, coordinating with ISPs and vendors, and working with internal technical teams.
• Ability to troubleshoot network outages, routing issues, connectivity failures, and performance-related incidents.
• Experience supporting global WAN operations in a 24/7 support environment.
• CCNA certification is required.
• Hands-on experience with BGP (Border Gateway Protocol) and WAN technologies.
• Strong understanding of networking fundamentals, including routing, switching, TCP/IP, and network connectivity.
• Engineering graduate with 3-7 years of experience in network troubleshooting, network operations, or WAN support.
• Ensure adherence to established network support processes, escalation matrices, operational standards, and service-level commitments.
• Collaborate with global network and infrastructure teams to ensure consistent service delivery and effective incident management.
• Prepare and maintain operational documentation, troubleshooting procedures, incident reports, and shift handover notes.
• Support root cause analysis (RCA) for recurring or major network incidents and contribute to corrective and preventive actions.
• Maintain accurate incident tickets, document troubleshooting steps, record resolution details, and provide regular updates to relevant stakeholders.
• Follow up with vendors and service providers on ongoing incidents, circuit issues, network outages, and service restoration activities.
• Coordinate with Internet Service Providers (ISPs), external vendors, telecom partners, and internal network teams to resolve connectivity issues.
• Manage WAN-related escalations and work towards timely resolution of complex network incidents in accordance with operational procedures and service-level agreements.
• Investigate WAN outages, packet loss, latency, routing issues, and connectivity disruptions, coordinating with relevant teams to restore services.
• Handle shift-based operations, monitor network health, manage incident queues, and ensure smooth handovers between shifts.
• Support day-to-day global WAN operations in a 24/7 support model, ensuring timely incident response and minimal disruption to business operations.
• Apply knowledge of TCP/IP, routing protocols, and WAN technologies, particularly Border Gateway Protocol (BGP), to diagnose and resolve network-related incidents.
• Perform hands-on troubleshooting of routing and switching issues across enterprise network environments.
• Proactively monitor network alerts, identify potential issues, investigate incidents, and troubleshoot WAN connectivity problems.
• Monitor global WAN network availability, performance, and connectivity to ensure stable and reliable network operations.