Senior Network Escalation Engineer

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

ECI has an exciting opportunity for a Senior Network Escalation Engineer to join our US team. The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The candidate will be delivering technical support and consultation to our clients in the financial services, life sciences, legal and manufacturing verticals just to mention a few. The individual must be comfortable working in a very fast paced, busy environment in the rapidly growing monitoring & managed services industry.

• 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.
• Assess incoming cases in 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.

• 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.

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