Offer summary

Qualifications:

Minimum of 12 months experience in a technical network role., Practical knowledge of supported network platforms like Cisco and Arista., Familiarity with Layer 2 and 3 protocols such as OSPF, BGP, VLANs., Strong communication skills and customer service experience..

Key responsibilities:

Monitor and troubleshoot network issues using various tools.

Respond to escalated support tickets and customer calls.

Document network events and resolutions accurately.

Coordinate maintenance and troubleshooting activities during shifts.

Job description

Job Description Summary : The Network Operations Network Technician II is a key element within the Rackspace Infrastructure team and is expected to provide technical expertise to ensure the uptime and maintenance of critical networking systems. A Racker in this role takes ownership of network issues and ensures they are resolved andor successfully documented and handed off to a more senior engineer or oncoming shift. The Network Technician 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 Network Technician II Will serve as the Turn Over coordinator on the shift ensuring maintenances, troubleshooting sessions and customer calls are assigned and being kept up with. The Network Technician also is in charge of administering to our internal work tool NET (Network Event Tracker) and watching our chat channels, email and core queues for incoming work, issues and vendor responses.

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

JOB REQUIREMENTS:Key Accountabilities
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 levelappropriate 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
Review and sign off on defined 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 SPECIFICATION:
The Network Operations Network Technician II has an introductory aptitude with
Some supported network platforms (Cisco 2900, 3500, 3700, 4900, 6500, ASR1k, ASR9k, Nexus 3k, Nexus 6k, Nexus 7k, Arista 7000, etc…)
Some supported Layer 2 and 3 protocols and features (STP, HSRP, VLANs, CDP, portchannels, OSPF, BGP, MPLS, DWDM, etc…)
Monitoring systems (Arbor, Zenoss, Syslog, SolarWinds, WhatsUp Gold, etc…)
The Network Operations Network Technician II is:
Able to handle multiple tasks and prioritize work under pressure
Detailoriented in documenting information and able to own customer issues through resolution or escalation
Capable of demonstrating sound problemsolving skills
Passionate about technology and has a desire to expand technical knowledge
The ideal candidate possesses:
A minimum of 12 months in a technical role with practical experience with network technologies and troubleshooting tools
A minimum of 12 months of experience in a customer service role
Strong written and verbal communication skills
Schedule flexibility to include working a weekend day regularly and holidays as required by the business