Senior Network Escalation Engineer | Software solutions company from the US | Mexico, remote

At Prometeo Talent, we aim to connect exceptional talents like you, with industry-leading innovators. We are pleased to introduce you to our client, an emerging US-based company that delivers custom application solutions to clients nationwide and develops and maintains software platforms (web, mobile, and desktop) for both client-facing and internal tool portals.

The position 

We’re looking for a Senior Network Escalation Engineer, who will be responsible for providing technical support and consultation to clients across various industries and sectors. This role requires someone comfortable working in a fast-paced, dynamic environment within the rapidly expanding monitoring and managed services industry. You will join the Managed Services team, which offers 24/7 monitoring, operations, and support services. Your main tasks will be:

• Diagnose and resolve complex issues, involving Cisco routing and switching infrastructure, Cisco Meraki and legacy wireless systems, Palo Alto technologies, Cisco, and other next-generation firewalls.
• Evaluate incoming cases in Teamwork Desk and ServiceNow to determine their urgency and priority, and manage them accordingly.
• Create and maintain comprehensive records for each case.
• Perform thorough analysis or investigation to understand the root cause of each case and collect necessary details for resolution.
• Prioritize customer satisfaction by delivering exceptional service.

Technical Requirements 

• CCIE certification is mandatory
• Bachelor’s Degree in a related field or equivalent combination of education
• Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, and Palo Alto networking equipment.
• Experience in troubleshooting and resolving issues related to routing, switching, VPN, wireless, certificates, network slowness, etc.
• Strong understanding of networking protocols, security principles, and best practices
• Advanced English level

What we offer 

• Work 100% remotely from home
• Growth opportunities
• Thrive in a creative and stimulating workspace designed to foster collaboration and innovation
• Get involved in challenging projects with significant impact, allowing you to make a real difference
• Join a diverse and inclusive team where every perspective is valued and embraced