Senior Network Escalation Engineer

What You Will Do

• 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 attention.
• 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.
• 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.

Who You Are

• Bachelor’s Degree in related field or equivalent combination of education
• 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
• Sharp attention to detail with proven analytical and critical thinking skills
• Effective time management and excellent prioritization skills

Bonus Points

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

Pay

A maximum of $ 125,000 annually with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401K and so much more!