[Hiring] Network Engineer I @Rackspace Technology

Role Description

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
• Managing Internet providers and connectivity

The Network Operations Engineer will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

Qualifications

• 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

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, 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

Company Description

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.

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.