[Hiring] Network Engineer II @Rackspace Technology

Role Description

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

Location: Remote

Shift timings: 11:30 pm/12:30 pm IST onwards (IND 3rd Shift)

Qualifications

• A minimum of 5 years of recent networking experience in a command-line oriented environment
• 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

Requirements

• 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 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

Benefits

• 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