Network Svcs Escalation - Network Escalation Engineer

ECI•New York, NY

1d•$125,000•Onsite

About The Position

ECI is hiring an experienced Senior Network Escalation Engineer for its Managed Services team, which provides 24x7 monitoring, operations, and support. The role delivers technical support and consultation to clients in industries including financial services, life sciences, legal, and manufacturing. The successful candidate will proactively identify and address issues and work effectively in a fast-paced managed services environment. This is an onsite position with rotating morning, afternoon, and night shifts that change monthly. ECI is seeking candidates who can start immediately or within 30 to 60 days.

Requirements

Bachelor’s degree in a related field or an equivalent combination of education.
At least 8 years of experience in network support and delivering network projects.
Expert-level technical certifications such as CCIE, or equivalent training.
Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, SonicWall, and FortiGate networking equipment.
Proven experience troubleshooting and resolving complex network issues involving routing, switching, VPNs (GlobalProtect and AnyConnect), wireless, certificates, and network slowness.
Strong understanding of networking protocols, security principles, and best practices.
Experience planning, executing, and overseeing network projects from initiation to completion.
Excellent written and verbal communication skills, including the ability to convey technical information to diverse audiences.
Customer service experience focused on building and maintaining positive relationships.
Teamwork, adaptability, and problem-solving skills.
Interpersonal skills focused on building rapport and managing expectations.
Self-motivation and ability to work independently in a fast-paced team environment.
Attention to detail and proven analytical and critical-thinking skills.
Effective time management and prioritization skills.

Nice To Haves

FortiGate certification.
Experience with Managed Service Providers (MSP).
Financial services industry experience.

Responsibilities

Provide customer support to clients located across the globe.
Troubleshoot and resolve complex issues and handle service requests involving Cisco routing and switching infrastructure, Cisco Meraki and legacy wireless infrastructure, Palo Alto technologies, and Cisco, SonicWall, and Fortinet firewalls.
Collaborate with relevant teams, departments, or external parties to resolve cases requiring specialized support.
Promote customer satisfaction by providing excellent service, addressing concerns promptly, and seeking feedback on the resolution process.
Evaluate customer networks and perform network and vulnerability assessments and remediation.
Prepare change scripts and perform changes to client network infrastructure.
Undertake network projects, including setting up new client office infrastructure, large-scale remote access and site-to-site VPNs, and network refreshes, delivering within deadlines.
Participate in remote client onboarding and offboarding to ensure seamless transitions and setup.
Engage proactively with clients to understand their network requirements and collaboratively engineer tailored solutions.
Lead network design strategies and clearly define the scope of work for client projects.
Participate in weekly calls with clients regarding project work or general tasks.