Senior Network Escalation Engineer Us Software Solutions Company | 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