Network Escalation Engineer

A trusted partner for over 20 years, Logically, a Managed Security Services Provider (MSSP), offers cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. At Logically, we’re passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team of subject matter experts includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing landscape of IT.

But what truly sets us apart is our people. We’re a close-knit team of professionals who are committed to doing the right thing for our clients and for each other. We value accountability, customer centricity, quality relationships, and nimbleness. Working at Logically isn’t just about a job – it’s about being part of a community of like-minded individuals who are dedicated to excellence in everything we do. We’re proud of the work we do, but we’re also committed to creating a fun, supportive work environment where everyone can thrive. If you’re looking for a challenging and rewarding career in the world of IT and cybersecurity, Logically is the place for you. Join our team of experts and help us make a difference for businesses.

Why Work for Us:

• Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.
• Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.
• Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
• We offer competitive wages and benefits, attracting and retaining the best staff for our clients.
• Take advantage of opportunities for personal and professional development, empowering you to advance your career.

Job Summary:

The Network Escalation Engineer is primarily responsible for providing escalated support to ensure the stability and performance of client computing environments 24x7x365. The Network Escalation Engineers act as a Senior technical resource and provide a third-tier level of support for incidents and issues escalated from the Service Desk. This position will serve as an escalation point within the support engineers team and play a key role in gathering, estimating, and completing on-going development projects.

Job Duties & Responsibilities:

• Serve as a mentor and escalation point for the support engineers team
• Provide best in class customer service to Logically’s customer base
• Adhere to company values while following best practices and operational procedures
• Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
• Diagnose complex technical problems and provide root cause summary to customers
• Accurately assess the impact of escalation issues and prioritize accordingly
• Work closely with engineering, product management, and other key departments to drive technical performance around product requirements and industry best practices
• Collaborate with the team to ensure customer service level agreements (SLA’s) are met
• Provide escalated network and firewall support to customers
• Develop and maintain network security documentation
• Troubleshoot and debug network issues, handle network security exploits, analyze network traffic and VPN encryption
• Perform assessments and make recommendations to enhance and expand our customer's cybersecurity product portfolio
• Assess cybersecurity risks and relevant security architectures, and provide strategic recommendations to increase security
• Participate in on-call support rotation and may act as a point of escalation for lower-level technicians

Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or relevant experience
• 5-8 years' experience in network architecture and deployment
• 2+ years’ experience in functional/strategic team leadership
• Certifications held in: CEH, Network+, Security+, Fortinet NSE4 or higher, SonicWall Network Security Administrator, or Cisco Certified Network Associate (CCNA)
• Strong knowledge/experience in cybersecurity technologies and services such as next generation firewall and intrusion detection, endpoint security, penetration testing, and incident response.
• Strong knowledge of RSTP, LAG, LACP, ACL, LLDP, 802.1x, and NAC protocols
• Advanced skills in troubleshooting, organization, communication, and collaboration
• Experience with current cybersecurity best practices
• Understanding of network design and troubleshooting techniques
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
• Business acumen; translating business requirements into related solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment
• Team player mentality and willingness to share knowledge with others

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Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.