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