Senior Network Escalation Engineer

Senior Network Escalation Engineer Senior Network Escalation Engineer will be part of the Managed Services team providing 24x7 monitoring, operations, and support services. The successful candidate is a self‑starter who proactively finds and addresses issues, delivering technical support and consultation to clients in the financial services, life sciences, legal, and manufacturing verticals. The role is onsite with rotating shifts (morning, afternoon, and night) that change every month. Candidates must be immediate joiners or available within 30 to 60 days. What you will do Provide customer support to clients worldwide. Troubleshoot and resolve complex issues and handle service requests for Cisco routing, switching, Meraki and legacy wireless infrastructure, Palo Alto, Cisco, SonicWall, and Fortinet firewalls. Collaborate with relevant teams, departments, or external parties to resolve cases that require specialized expertise. Focus on customer satisfaction by providing excellent service, addressing concerns promptly, and seeking feedback on the resolution process. Evaluate customer networks and perform network and vulnerability assessments and remediation. Prepare change scripts and execute 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 deliver within deadlines. Participate in remote client onboarding and off‑boarding processes, ensuring seamless transitions and setup. Engage proactively with clients to understand their unique network requisites and collaboratively engineer tailored solutions aligned with their goals. Lead and drive network design strategies, meticulously outlining scope of work for client projects, ensuring precision and clarity. Participate in weekly calls with clients related to project or general task work. Who you are Bachelor’s degree in a 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 equivalent training. Hands‑on experience with Cisco Meraki, Cisco ISR, Catalyst switches, Palo Alto, SonicWall, and FortiGate networking equipment. Proven experience troubleshooting and resolving complex network issues in routing, switching, VPN (GlobalProtect and AnyConnect), wireless, certificates, network slowness, etc. Strong understanding of networking protocols, security principles, and best practices. Experience planning, executing, and overseeing network projects from initiation to completion. Excellent communication skills, both written and verbal, capable of conveying 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. Exceptionally interpersonal skills, rapport‑building and managing expectations. Highly self‑motivated and directed in a fast‑paced team environment. Sharp attention to detail and 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). Experience in the financial services industry. ECI offers a competitive compensation package—maximum salary of $125,000 annually—along with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401(k), and more. If you believe you’d be a great fit and are ready for your best job ever, we’d love to hear from you! #J-18808-Ljbffr ECI