Senior Network Escalation engineer

Senior

onsite

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, and Fortinet firewalls.
• Collaborate with relevant teams, departments, or external parties to resolve cases that require specialized
• Focus on customer satisfaction by providing excellent service, addressing concerns promptly, and seeking feedback on the resolution process.
• Evaluate customers 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 a new client office infrastructure, setting up remote access VPNs and site to site VPNs on large scale, handling network refresh projects, etc., and strive to deliver within the deadline.
• 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
• 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, and FortiGate networking equipment.
• Proven experience in troubleshooting and resolving complex network issues in technologies related to routing, switching, VPN (Global protect 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

Bonus points if you have:

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

we’d like to hear from you!

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