Network Engineer II - IN

Rackspace US, Inc.Удалённо · India

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.