Network Escalation Engineer

Senior Network Escalation Engineer

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 include troubleshooting/resolving complex issues and handling 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. The role also involves assessing incoming cases in Teamwork Desk and ServiceNow from clients to determine their urgency, priority, and handling them appropriately. Creating and maintaining detailed records for each case, conducting thorough analysis or investigation to understand the root cause of the case, collaborating with relevant teams to resolve cases that require specialized knowledge or resources, following up with stakeholders to ensure that the resolution has been implemented, ensuring that all case handling activities comply with established protocols, policies, and quality standards, focusing on customer satisfaction by providing excellent service, addressing concerns promptly, and seeking feedback on the resolution process, evaluating customer's network and performing Network and Vulnerability assessment and remediation, preparing change scripts and performing changes on client network infrastructure, undertaking 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, taking part in remote client onboarding and offboarding processes, leading and driving network design strategies while meticulously outlining scope of work for client projects, ensuring precision and clarity.