Network Escalation Engineer

This is a remote position.

• 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 other Next-Gen firewalls.

• Assess incoming cases in Teamwork Desk and 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.

• 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.

• Experience with Managed Service Providers (MSP) is a plus.

Full - time

100% remote