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.
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.