Offer summary

Qualifications:

Bachelor’s Degree in a related field or equivalent experience., Expert level technical certifications such as CCIE or equivalent training., Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, and Palo Alto networking equipment., Strong understanding of networking protocols, security principles, and best practices..

Key responsabilities:

Troubleshoot and resolve complex network issues for clients related to various technologies.

Create and maintain detailed records for each case and conduct thorough analyses to understand root causes.

Collaborate with teams and stakeholders to ensure effective resolution of cases and follow up on implementations.

Lead network projects, including client onboarding and offboarding, while documenting technical details and project reports.

Job description

This is a remote position.

We are seeking a Senior Network Escalation Engineer to join our US team. The Senior Network Escalation Engineer will be a part of the Managed Services team, which provides monitoring, operations, and support services. The candidate will deliver technical support and consultation to clients across various industries and verticals. The individual must be comfortable working in a fast-paced, busy environment within the rapidly growing monitoring and managed services industry.

Responsibilities:

• 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 other Next-Gen firewalls.

• Assess incoming cases in Teamwork Desk and ServiceNow from clients to determine their urgency, priority, and handle them appropriately.

• Create and maintain detailed records for each case, including relevant information, communication, and steps taken for resolution.

• Conduct a thorough analysis or investigation to understand the root cause of the case and gather necessary details for resolution.

• Collaborate with relevant teams, departments, or external parties to resolve cases that require specialized knowledge or resources.

• Follow up with stakeholders to ensure that the resolution has been implemented and that the case is considered closed.

• Ensure that all case handling activities comply with established protocols, policies, and quality standards.

• 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.

• Undertake network projects such as turning up a new client office infrastructure, setting up remote access and site to site VPNs on large scale, handling network refresh projects, etc., and strive to deliver within the deadline.

• Document technical details of the project and submit project report upon completion of the project.

• Take part in remote client onboarding and offboarding processes, ensuring seamless transitions and setup.

• Lead and drive network design strategies while meticulously outlining scope of work for client projects, ensuring precision and clarity.

Requirements

• Bachelor’s Degree in related field or equivalent combination of education.

• 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 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.

• Experience with Managed Service Providers (MSP) is a plus.

• Excellent verbal and written communication skills in English.