Network Svcs Escalation - Senior Network Escalation Engineer

About the Company

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations. From its unmatched range of services, ECI provides stability, security, and improved business performance, freeing clients from technology concerns. More than 1,000 customers worldwide, with over $3 trillion of assets under management, trust ECI. The company values passion and purpose, empowering employees globally.

About the Role

This is an onsite role working rotating shifts (morning, afternoon, and night) which change every month. The Senior Network Escalation Engineer will be part of the Managed Services team providing 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter who proactively identifies and addresses issues in a fast-paced environment.

Responsibilities

• Provide customer support to clients located across the globe.
• 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 knowledge.
• 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 assessments 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 a large scale, handling network refresh projects, and delivering within deadlines.
• Participate in remote client onboarding and offboarding processes, ensuring seamless transitions and setup.
• Engage proactively with clients to understand their unique network requirements and collaboratively engineer tailored solutions.
• Lead and drive network design strategies while outlining the scope of work for client projects.
• Participate in weekly calls with clients related to project work or general tasks.

Requirements

• Bachelor’s Degree in a related field or equivalent combination of education and experience.
• 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 in troubleshooting and resolving complex network issues related to routing, switching, VPN (GlobalProtect and AnyConnect), wireless, certificates, and network slowness.
• 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, thriving in a fast-paced team environment.
• Sharp attention to detail with proven analytical and critical thinking skills.
• Effective time management and excellent 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 benefit eligibility starting the first of the month.
• Life insurance.
• Pet insurance.
• 401K and more.

Schedule

Rotating shifts (morning, afternoon, and night) which change every month.