The posting
The Network Operations Network Engineer I is a key element within the Rackspace Infrastructure team and is expected to provide a high level of technical expertise to ensure the uptime and maintenance of critical networking systems. A Racker in this role takes ownership of complex network issues and ensures they are resolved and/or successfully documented and handed off to an oncoming shift. The Network Engineer I actively monitors the Rackspace network at all levels, from top of rack to edge, using various tools and communicates and resolves issues identified or escalates them to the appropriate level. The Racker also responds to issues escalated to Network Operations via tickets and phone calls from internal customers and is expected to engage directly with external customers via public ticket comments and phone conversations to ensure problem resolution. Technical issues can include troubleshooting latency, packet loss, and poor performance; responding to DDoS attacks; identifying and resolving switch and router hardware and software failures; identifying and resolving configuration inconsistencies; conducting maintenances to ensure standardization and uptime; and managing Internet providers and connectivity.
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, 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
- Review, provide input, and sign off on defined 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 I has an introductory to intermediate 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 I is:
- Able to handle multiple tasks and prioritize work under pressure
- Detail-oriented in documenting information and able to own customer issues through resolution
- Capable of demonstrating sound problem-solving skills coupled with a desire to take on responsibility
- Passionate about technology and has a desire to expand technical knowledge
The ideal candidate possesses:
- A minimum of 18 months of recent networking experience in a command-line oriented environment
- CCNA-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.
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.
