Remote Network Engineer II / III

Description:

• The Network Operations Network Engineer II is a vital member of the Rackspace Infrastructure team, responsible for ensuring the uptime and maintenance of critical networking systems.
• This role involves taking ownership of complex network issues, ensuring they are resolved or documented for handoff to the next shift.
• The engineer actively monitors the Rackspace network at all levels, from top of rack to edge, using various tools to identify and resolve issues or escalate them as necessary.
• Responsibilities include responding to escalated issues via tickets and phone calls from internal customers and engaging directly with external customers for problem resolution.
• The engineer will troubleshoot technical issues such as latency, packet loss, and poor performance, respond to DDoS attacks, and manage hardware and software failures.
• The role also involves planning and conducting complex maintenance to ensure standardization and uptime, as well as managing Internet providers and connectivity.
• The Network Operations Engineer is expected to provide exceptional customer support and create customer loyalty by delivering Fanatical Support.

Requirements:

• A minimum of 3 years of recent networking experience in a command-line oriented environment is required.
• At least 18 months of experience with responsibility for configuration and problem resolution of OSPF and/or BGP is necessary.
• Candidates should possess CCNP-level aptitude.
• A minimum of 12 months of experience in a customer service role is required.
• Excellent written and verbal communication skills are essential.
• Critical thinking skills and the ability to provide precise solutions during high-pressure situations are necessary.
• Schedule flexibility is required, including the ability to work a weekend day regularly and holidays as needed by the business.
• The ideal candidate should have an intermediate to advanced aptitude with all supported network platforms and Layer 2 and 3 protocols.
• Proficiency in monitoring systems and the ability to handle multiple tasks while prioritizing work under pressure is expected.
• Strong problem-solving skills and a desire to mentor other engineers are important.

Benefits:

• The position offers opportunities for professional growth and development within a dynamic team environment.
• Employees are encouraged to expand their technical knowledge and engage in mentoring opportunities.
• The role provides a chance to work with advanced networking technologies and tools.
• Rackspace promotes a culture of customer service excellence, allowing employees to create customer loyalty through exceptional support.
• The company offers a supportive work environment that values detail-oriented documentation and ownership of customer issues.