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About the Role

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. The individual must be comfortable working in a very fast paced, busy environment in the rapidly growing monitoring & managed services industry.

Responsibilities

Provide customer support to clients located across the globe.
Troubleshoot and 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 new client office infrastructure, setting up remote access VPNs and site to site VPNs on large scale, handling network refresh projects.
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.

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.

Skills

Cisco routing and switching
Cisco Meraki
Cisco legacy wireless infrastructure
Palo Alto technologies
Cisco firewalls
SonicWall firewalls
Fortinet firewalls
Network and Vulnerability assessment
Network design
Routing
Switching
VPN (GlobalProtect and AnyConnect)
Wireless
Certificates
Network slowness troubleshooting
Networking protocols
Security principles
Best practices
Customer service
Teamwork
Adaptability
Problem-solving
Interpersonal skills
Analytical skills
Critical thinking
Time management
Prioritization

Location

Onsite

Work Type

Onsite
Rotating shifts (morning, afternoon, and night)

Experience Level

Senior
8 years of experience in network support and delivering network projects

Education Level

Bachelor’s Degree in related field or equivalent combination of education

Salary/Compensations

Maximum of $125,000 annually

Benefits

Flexible PTO
Health benefit eligibility the first of the month
Life insurance
Pet insurance
401K

About the Company

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe.
From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses.
More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose.
Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other.
In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more!