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 an experienced, Senior Network Escalation

Engineer to join our team. The Senior Network Escalation Engineer will be part

of the Managed Services team that provides 24x7 monitoring, operations, and

support services. The successful candidate should be a self-starter, who will

proactively find and address issues. 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.

This is an onsite role working rotating shifts (morning, afternoon, and night)

which change every month. Seeking qualified candidates who are immediate

joiners or within 30 to 60 days.

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, SonicWall, 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 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 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, SonicWall, and FortiGate networking equipment.
• * Proven experience in troubleshooting and resolving complex network issues in
• technologies related to routing, switching, VPN (GlobalProtect 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
• ECI’s culture is all about connection - connection with our clients, our
• technology and most importantly with each other. In addition to working with an
• amazing team around the world, ECI also offers a competitive compensation
• package and the range for this role is a maximum of $ 125,000 annually with
• flexible PTO, health benefit eligibility the first of the month, life insurance,
• pet insurance, 401K and so much more! If you believe you’d be a great fit and
• are ready for your best job ever, we’d like to hear from you!!
• Love Your Job, Share Your Technology Passion, Create Your Future Here!
• #LI-Onsite