Position Type: Computer and Information Technology
Network Engineer - US Remote (3rd Shift)
Rackspace Technology
Job Profile Summary 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:
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 SpecificationThe Network Operations Network Engineer II has an intermediate to advanced aptitude with:
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 where 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 Disclaimer:The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.The following information is required by the Colorado Equal Pay Transparency Act and applies only to individuals working in the state of Colorado. The anticipated starting pay range of Colorado applicants for this role is $63,9000 -$82,900. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here. #LI-RD1, #LI-Remote
About Rackspace TechnologyWe 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 TechnologyThough 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. Apply for this job
