Network Engineer I - IN
Rackspace US, Inc.
IndiaremotePosted 1 month ago
Skill Required
Network-EngineerNetwork-OperationsNetwork-SupportNetwork-AdministrationTechnical-SupportNetwork-Engineer-IAssociate-Network-EngineerNetwork EngineertroubleshootingnetworkingObservabilityNetwork MonitoringdesigningITILsecuritybuildingwrittenCiscoandFulltime
Key highlights
- Required experience: Minimum 18 months of recent networking experience in a command-line oriented environment
- Required experience: Minimum 12 months of experience in a customer service role
- Key requirement: CCNA-level aptitude required
- Schedule requirement: Must be flexible to work weekend days regularly and holidays as required
- Best place to work recognized by Fortune, Forbes, and Glassdoor (year after year)
- Role is entry-level (Network Engineer I) with introductory to intermediate aptitude expectations
Role overview
The Network Operations Network Engineer I is a key element within the Rackspace Infrastructure team, providing a high level of technical expertise to ensure the uptime and maintenance of critical networking systems. The engineer takes ownership of complex network issues from detection through resolution (or successful documentation and handoff), actively monitors the Rackspace network at all levels from top of rack to edge, and responds to issues escalated via tickets and phone calls from internal and external customers.
Responsibilities
- Provide exceptional customer support via the ticketing system and phone
- Detect events in a timely manner using monitoring tools
- Mitigate 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
- Actively monitor the Rackspace network at all levels, from top of rack to edge, using various tools and communicate and resolve issues identified or escalate them to the appropriate level
- Respond to issues escalated to Network Operations via tickets and phone calls from internal customers
- Engage directly with external customers via public ticket comments and phone conversations to ensure problem resolution
- Troubleshoot latency, packet loss, and poor performance
- Identify and resolve switch and router hardware and software failures
- Identify and resolve configuration inconsistencies
- Conduct maintenances to ensure standardization and uptime
- Manage Internet providers and connectivity
- Create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations
- Provide correct and helpful expertise to resolve issues, maintaining high ticket evaluation results
- Achieve a high level of first pass yield and success on written, quality checked, tested, and executed maintenances
- Deliver prompt and correct responses to network events
- Maintain proficiency in troubleshooting, tools, and technologies
Requirements
- 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
- 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...)
- Introductory to intermediate aptitude with all supported Layer 2 and 3 protocols and features (STP, HSRP, VLANs, CDP, port-channels, OSPF, BGP, MPLS, DWDM, etc...)
- Introductory to intermediate aptitude with monitoring systems (Arbor, Zenoss, Syslog, SolarWinds, WhatsUp Gold, etc...)
Benefits
- Named a best place to work year after year according to Fortune, Forbes, and Glassdoor
- Equal employment opportunity committed 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; accommodations available for disabilities or special needs
Additional details
- Person must be 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
- We are the multicloud solutions experts, combining expertise with world-leading technologies across applications, data, and security to deliver end-to-end solutions
- Have a proven record of advising customers based on business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future
- Attract and develop world-class talent; mission is to embrace technology, empower customers, and deliver the future
- Rackers thrive through connection to a central goal: to be a valued member of a winning team on an inspiring mission, bringing whole selves to work every day
- Unique perspectives fuel innovation and enable best service to customers and communities around the globe
- Originally posted on Himalayas