Network Svcs Escalation - Network Escalation Engineer

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations. With an unmatched range of services, ECI provides stability, security, and improved business performance, enabling clients to focus on their core operations. Over 1,000 customers worldwide, managing more than $3 trillion in assets, trust ECI for their technology needs.

About the role

ECI has an exciting opportunity for an experienced Senior Network Escalation Engineer to join the Managed Services team, which provides 24x7 monitoring, operations, and support services. This onsite role involves rotating shifts (morning, afternoon, and night) that change monthly. The ideal candidate is a self-starter who proactively identifies and addresses issues in a fast-paced environment.

Responsibilities

• Provide customer support to global clients.
• Troubleshoot and resolve complex issues 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 requiring specialized expertise.
• Focus on customer satisfaction by delivering excellent service, addressing concerns promptly, and seeking feedback on resolutions.
• Evaluate customer networks and perform network and vulnerability assessments and remediation.
• Prepare change scripts and perform changes on client network infrastructure.
• Undertake network projects such as setting up new client office infrastructure, remote access VPNs, site-to-site VPNs, and network refresh projects, ensuring timely delivery.
• Participate in remote client onboarding and offboarding processes for seamless transitions.
• Engage proactively with clients to understand their network needs and engineer tailored solutions.
• Lead and drive network design strategies, outlining scope of work for client projects with precision.
• Participate in weekly client calls related to project work or general tasks.

Requirements

• Bachelor’s Degree in a related field or equivalent combination of education and experience.
• Minimum of 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 complex network issues in routing, switching, VPN (GlobalProtect and AnyConnect), wireless, certificates, and network performance.
• 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, with the ability to convey technical information to diverse audiences.
• Customer service experience with a focus on building and maintaining positive relationships.
• Soft skills including teamwork, adaptability, and problem-solving.
• Exceptional interpersonal skills, with a focus on rapport-building and managing expectations.
• Highly self-motivated and directed, thriving in a fast-paced team environment.
• Sharp attention to detail with strong analytical and critical thinking skills.
• Effective time management and prioritization skills.

Preferred Qualifications

• FortiGate certification.
• Experience with Managed Service Providers (MSP).
• Financial Services Industry experience.

Benefits

• Competitive compensation with a maximum of $125,000 annually.
• Flexible PTO.
• Health benefits eligibility starting the first of the month.
• Life insurance.
• Pet insurance.
• 401K and additional benefits.

Schedule

Onsite role with rotating shifts (morning, afternoon, and night) that change monthly.