The Network Operations Network Engineer II 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 II 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. The Racker accepts and takes ownership through to resolution of issues escalated by other Network Operations Engineers and creates training and mentoring opportunities for those engineers as appropriate. 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; identifying and escalating problems with networking platforms or technologies; planning and conducting complex 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.
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
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.