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, Network Escalation Engineer to join ourteam. The 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.

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, and Fortinet firewalls.
• Apply problem-solving skills to address the specific issues presented in each case and find appropriate solutions.
• Collaborate with relevant teams, departments, or external parties to resolve cases that require specialized knowledge or resources.
• Escalate cases when necessary, based on predefined criteria or if resolution requires higher-level intervention.
• 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.
• Maintain network documentation
  
  

Who you are:

• Bachelor’s Degree in related field or equivalent combination of education
• Must have at least 5 years of experience in network support
• Expert level technical certifications such as CCNP or training equivalent.
• Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, and FortiGate 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
• 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 offers a competitive compensation and total rewards package. If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!

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