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Senior Network Escalation Engineer

2 months ago

Dallas, Texas, United States ECI Full time

At ECI, we're seeking a highly skilled Senior Network Escalation Engineer to join our US team. As a key member of our Managed Services team, you'll be responsible for delivering technical support and consultation to our clients in the financial services, life sciences, legal, and manufacturing verticals.

This is a hybrid role that requires a strong understanding of networking protocols, security principles, and best practices. You'll be working with a variety of technologies, including Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto networking equipment, and Fortinet firewalls.

Your key responsibilities will include:

  • Troubleshooting and resolving complex network issues related to routing, switching, VPN, wireless, certificates, and network slowness.
  • Assessing incoming cases in ServiceNow to determine their urgency and priority.
  • Creating and maintaining detailed records for each case, including relevant information, communication, and steps taken for resolution.
  • Collaborating with relevant teams and departments to resolve cases that require specialized knowledge or resources.
  • Ensuring that all case handling activities comply with established protocols, policies, and quality standards.
  • Providing excellent customer service and addressing concerns promptly.

You'll also be responsible for evaluating customer networks, performing network and vulnerability assessments, and remediating any issues. Additionally, you'll prepare change scripts and perform changes on client network infrastructure, undertake network projects, and document technical details of projects.

We're looking for a candidate with a Bachelor's Degree in a related field and experience in network support and delivering network projects. You should have expert-level technical certifications, such as CCIE, and hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto networking equipment, and Fortinet firewalls.

Bonus points if you have FortiGate certification, experience with Managed Service Providers (MSP), or financial services industry experience.

ECI's culture is all about connection - connection with our clients, our technology, and most importantly with each other. We offer a competitive compensation and total rewards package. If you believe you'd be a great fit and are ready for your best job ever, we'd like to hear from you.