Title: Network Escalation Engineer
Department: Advanced Technical Services
Job Summary:
The Network Escalation Engineer will be part of the IP Pathways engineering team and will participate in IP Pathways training and other company activities. This position must also provide a high level of professionalism and must possess excellent soft skills in addition to technical skills. The right candidate will not only have strong technical skills but also excel in communication, customer service, and mentoring junior team members.
About the Role
IP Pathways is seeking a Network Escalation Engineer to join our Advanced Technical Services Team.
This team serves as the next tier and escalation level technical support to our customer base, as well as escalation for our product implementation team. This team is involved in client-facing support activities, implementation of network designs for cloud migrations, and advanced-level management of client- and company-owned network infrastructure.
As a member of the team, you'll play a key role by:
- Taking ownership of escalated network issues to ensure infrastructure performance and the highest level of client satisfaction.
- Identifying opportunities to automate, orchestrate, and optimize operational processes for greater efficiency and reliability.
- Mentoring and guiding other engineers, helping strengthen team capabilities and client outcomes.
If you enjoy solving complex problems, streamlining technical processes, and building resilient systems that support clients' long-term success, this is the perfect opportunity for you.
Responsibilities
- Lead troubleshooting and resolution of complex network issues for customer environments.
- Perform remote and on-site support and some implementation for customer environments.
- Support the onboarding and management of client infrastructure across hybrid and cloud environments.
- Configure, implement, and manage network infrastructure devices and related applications within client on-premises and cloud environments.
- Develop and improve automation, orchestration, and monitoring processes to increase operational efficiency.
- Document processes and contribute to process improvement initiatives to ensure high-quality service delivery.
- Perform site surveys to assess, validate, and design client environments and/or the effectiveness of implemented solutions.
- Collaborate with cross-functional teams on design and implementation projects.
- Mentor and provide technical guidance to fellow engineers.
Required Skills & Experience
- Minimum 5+ years of experience in network administration and engineering.
- Associate's degree or relevant certifications (such as CCNA) preferred, or equivalent work experience.
- Proficiency in 1-2 scripting languages, such as PowerShell or Python, is a huge plus.
- Experience with the following technologies is highly favored:
- Wireless Technologies: Aruba, Meraki, Mikrotik
- Routing/Switching: Cisco, Arista, Aruba, Meraki, Mikrotik
- Firewalls: Cisco, Meraki, Palo Alto, FortiGate
- Other Technologies: Cisco ISE, Aruba ClearPass, Cisco phone (CUCM)
- Protocols: OSPF, EIGRP, BGP, Fibre Channel Zoning
- Load Balancers: Kemp, F5, Peplink
- Excellent communication, documentation, and customer service skills.
- Exceptional multitasking prowess maintaining quality.
- A proactive, solution-oriented mindset with strong attention to detail.
- Team-oriented disposition.
- Familiarity with ticketing systems, remote monitoring tools, and managed service delivery environments.
Physical Abilities Required:
- Ability to rack network infrastructure equipment and other datacenter equipment, as needed.
- Ability to work on your feet or at a desk for extended periods of time, as needed.
Next Steps
If you are looking for a challenge and want to join a culture of technical excellence and customer dedication, apply online today.
Sponsorship/Relocation
Applicants must be authorized to work in the United States on a full-time basis. Sponsorship for employment visa status and relocation reimbursement are not offered for this position.
