Wide Area Network Support Specialist

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Job Title : Network WAN Engineer

Experience Range : 8+

Must Have Technical / Functional Skills

• Network Protocols
• TCP / IP, UDP, BGP, OSPF, EIGRP, MPLS, ISIS
• Layer 4 (Transport Layer)
• TCP, UDP, TLS offload
• Layer 7 (Application Layer)
• Health Monitoring
• Setting up custom health checks (HTTP 200 OK, TCP connection, etc.)
• WAN Technologies
• MPLS, Metro Ethernet, SD-WAN, VPNs (IPSec, GRE, DMVPN), Leased Lines, LTE / 5G Backup links.
• Hardware Knowledge
• Routing and Switching
• Advanced configuration and troubleshooting (static / dynamic routing, VLANs, STP, Trunking, etc.)
• Firewall and Security
• Knowledge of firewalls (Palo Alto), ACLs, VPN security, IDS / IPS basics.
• SD-WAN Solutions
• Familiarity with Cisco Viptela, Meraki SD-WAN
• Monitoring and Troubleshooting Tools
• Datadog, Thousand Eyes, Vital-net, Nagios, Stealth watch
• Traffic Management Skills
• Load balancing methods (Round Robin, Least Connections, Weighted Least Response Time)
• Global Server Load Balancing (GSLB) directing users to the closest / healthiest data center.
• SSL offloading, re-encryption, and SSL bridging.
• Network Monitoring and Management
• Monitor WAN circuits for outages, latency, packet loss, or performance degradation.
• Use monitoring tools (Thousand Eyes, NetFlow analyzers, Datadog, Vital net) to detect and troubleshoot network issues.
• Respond to network escalations 24 / 7 (sometimes on-call).
• Incident Response and Troubleshooting
• Quickly diagnose WAN issues (site down, slow links, flapping routes).
• Engage ISPs (Internet Service Providers) to raise and manage support tickets (carrier outages, fiber cuts, etc.).
• Perform first-level and second-level troubleshooting on routers, switches, firewalls.
• Maintenance and Upgrades
• Apply routine firmware / software updates (e.g., IOS upgrades on Cisco routers).
• Assist with scheduled maintenance windows for WAN link migrations, routing changes, or device replacements.
• Perform backup and restore WAN device configurations.
• Change Management
• Implement approved network changes (e.g., VPN tunnel creation, QoS adjustments, IP routing changes).
• Follow strict ITIL or internal change management processes (create RFCs, perform peer reviews, rollback planning).
• Network Performance Optimization
• Analyze traffic patterns and recommend bandwidth upgrades or QoS policy changes.
• Documentation and Reporting
• Update network diagrams, IP addressing documentation, and circuit inventories.
• Create regular reports on WAN uptime, latency, ticket trends, and service provider performance (SLA reports).
• Work closely with ISPs, SD-WAN vendors, and hardware support vendors.
• Manage RMA (hardware replacements) if routers or line cards fail.
• Security and Compliance
• Assist in securing WAN links (enforce encryption, check VPN configurations).
• Support internal audits by providing WAN-related logs, diagrams, and security controls documentation

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