Senior Network Escalation Engineer

ECI•Dallas, TX

7d•Onsite

About The Position

ECI has an exciting opportunity for an experienced, Senior Network Escalation Engineer to join our team. The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter, who will proactively find and address issues. The candidate will be delivering technical support and consultation to our clients in the financial services, life sciences, legal and manufacturing verticals just to mention a few. The individual must be comfortable working in a very fast paced, busy environment in the rapidly growing monitoring & managed services industry. This is an onsite role working rotating shifts (morning, afternoon, and night) which change every month. Seeking qualified candidates who are immediate joiners or within 30 to 60 days.

Requirements

Bachelor’s Degree in related field or equivalent combination of education
Must have at least 8 years of experience in network support and delivering network projects.
Expert level technical certifications such as CCIE or training equivalent.
Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, SonicWall, and FortiGate networking equipment.
Proven experience in troubleshooting and resolving complex network issues in technologies related to routing, switching, VPN (GlobalProtect and AnyConnect), wireless, certificates, network slowness, etc.
Strong understanding of networking protocols, security principles, and best practices
Experience in planning, executing, and overseeing network projects from initiation to completion.
Excellent communication skills, both written and verbal, with the ability to convey technical information to diverse audiences.
Customer service experience with a focus on building and maintaining positive relationships.
Soft skills such as teamwork, adaptability, and problem-solving.
Exceptional interpersonal skills, with a focus on rapport-building and managing expectations.
Highly self-motivated and directed, in a fast-paced team environment.
Sharp attention to detail with proven analytical and critical thinking skills
Effective time management and excellent 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/resolve complex issues and handle service requests for clients related to Cisco routing and switching infrastructure, Cisco Meraki and legacy wireless infrastructure, Palo Alto technologies, Cisco, SonicWall, and Fortinet firewalls.
Collaborate with relevant teams, departments, or external parties to resolve cases that require specialized expertise.
Focus on customer satisfaction by providing excellent service, addressing concerns promptly, and seeking feedback on the resolution process.
Evaluate customer’s network and perform Network and Vulnerability assessment and remediation.
Prepare change scripts and perform changes on client network infrastructure.
Undertake network projects such as turning up a new client office infrastructure, setting up remote access VPNs and site to site VPNs on large scale, handling network refresh projects, etc., and strive to deliver within the deadline.
Take part in remote client onboarding and offboarding processes, ensuring seamless transitions and setup.
Engage proactively with clients to comprehend their unique network requisites and collaboratively engineer tailored solutions that align with their goals.
Lead and drive network design strategies while meticulously outlining scope of work for client projects, ensuring precision and clarity.
Participate in weekly calls with various clients related to project work or general task work.