Level 2 Network Velocloud SD-WAN Engineer

The Level 2 Network Velocloud SD-WAN Engineer is responsible for supporting, troubleshooting, and optimizing SD-WAN solutions, with a focus on the Velocloud platform. This role ensures smooth SD-WAN operations by resolving escalated technical issues, maintaining network performance, and assisting in the design and implementation of SD-WAN deployments. The engineer will collaborate with internal teams and clients to deliver high-quality network services and continuous improvement.

Key Responsibilities

1. SD-WAN Configuration & Deployment

Configure, deploy, and manage Velocloud SD-WAN solutions for clients.

Integrate SD-WAN solutions with existing network infrastructures.

Administer and maintain Velocloud appliances, orchestrators, and management portals.

2. Network Monitoring & Troubleshooting

Monitor network performance and proactively identify potential issues.

Troubleshoot complex SD-WAN and connectivity problems using advanced diagnostic tools.

Collaborate with Level 1 engineers to resolve escalated incidents and perform root cause analysis.

3. Incident Resolution & Escalation Management

Serve as the primary escalation point for Velocloud SD-WAN incidents.

Deliver accurate and timely resolutions within established SLA targets.

Document all troubleshooting steps and solutions for future reference.

4. SD-WAN Optimization & Performance Tuning

Conduct performance reviews and implement optimizations to improve reliability and efficiency.

Adjust routing policies, QoS, and bandwidth allocations for optimal performance.

Recommend configuration improvements to reduce latency and enhance throughput.

5. Collaboration with Cross-Functional Teams

Partner with network architects, security engineers, and IT operations to align SD-WAN strategies with enterprise goals.

Provide mentorship and guidance to Level 1 support staff and junior engineers.

6. Documentation & Knowledge Management

Maintain detailed documentation for configurations, procedures, and troubleshooting best practices.

Contribute to the organization's internal knowledge base to streamline support processes.

7. Client Support & Communication

Communicate technical information clearly to clients and internal stakeholders.

Provide updates on incident status, resolutions, and upcoming maintenance activities.

8. Training & Professional Development

Stay informed about emerging SD-WAN technologies, Velocloud updates, and industry best practices.

Pursue ongoing education and certifications to expand technical proficiency.

Qualifications

Education

Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (preferred).

Experience

5+ years of hands-on network engineering experience, with a strong focus on SD-WAN technologies (Velocloud preferred).

Proven expertise in configuring and troubleshooting Velocloud SD-WAN or comparable platforms.

Strong understanding of IP routing, VPNs, MPLS, BGP, OSPF, and QoS.

Experience with cloud-based network services and hybrid WAN architectures.

Technical Skills

Deep knowledge of Velocloud SD-WAN architecture, deployment, and management.

Proficiency in network monitoring and diagnostic tools (e.g., Wireshark, SolarWinds, SNMP).

Familiarity with security integrations, including firewalls, VPNs, and related security policies.