Network Engineer II - IN
The Network Operations Engineer will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.
JOB REQUIREMENTS:
Key Accountabilities:
- Provide exceptional customer support via the ticketing system and phone
- Detect events in a timely manner using monitoring tools.
- Mitigates DDoS attacks to protect customer and shared infrastructure
- Document planned and unplanned network events in appropriate tracking and turnover systems.
- Troubleshoot and resolve network events and create event documentation accordingly.
- Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution.
- Escalate support requests to next level engineers and communicate with Incident Management as appropriate.
- Escalate to vendors and follow up as needed to ensure problem resolution.
- Adhere to Change Management and Maintenance policy and process.
- Participate and provide input to Root Cause Analysis.
- Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution.
- Review, assist in defining, and sign off on policy and process standards.
Key Performance Indicators
- Ticket Contribution and Phone Availability: Provide correct and helpful expertise to resolve issues, maintaining high ticket evaluations results
- High level of first pass yield and success on written, quality checked, tested, and executed maintenances
- Prompt and correct responses to network events
- Maintain proficiency in troubleshooting, tools, and technologies
PERSON SPECIFICATION:
The Network Operations Network Engineer II has an intermediate to advanced aptitude with:
- All supported network platforms (Cisco 2900, 3500, 3700, 4900, 6500, ASR1k, ASR9k, Nexus 3k, Nexus 6k, Nexus 7k, Arista 7000, etc…)
- All supported Layer 2 and 3 protocols and features (STP, HSRP, VLANs, CDP, port-channels, OSPF, BGP, MPLS, DWDM, etc…)
- Monitoring systems (Arbor, Zenoss, Syslog, SolarWinds, WhatsUp Gold, etc…)
- The Network Operations Network Engineer II:
- Is able to handle multiple tasks and prioritize work under pressure
- Is comfortable and proficient in delegating tasks to other engineers
- Is detail-oriented in documenting information and able to own customer issues through resolution
- Demonstrates strong problem-solving skills coupled with a desire to take on responsibility
- Has a desire to expand personal technical knowledge and mentor other engineers to expand knowledge
- Identifies were process can be improved and engages managers and other teams to implement those improvements
The ideal candidate possesses:
A minimum of 3 years of recent networking experience in a command-line oriented environment
- At least 18 months of experience with responsibility for configuration and problem resolution of OSPF and/or BGP
- CCNP-level aptitude
- A minimum of 12 months of experience in a customer service role
- Excellent written and verbal communication skills
- Critical thinking skills and the ability to provide solutions with precision during high-pressure situations
- Schedule flexibility to include working a weekend day regularly and holidays as required by the business
About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
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