Network Engineer I - IN

Pace Industries, LLC; Indiana (PA); On-site; USD 60,000 - 85,000; Full time

Job summary

Rackspace Technology is seeking a Network Operations Engineer I to monitor and maintain core networking systems, owning complex issues and ensuring timely handoff to oncoming shifts. The role covers top-of-rack to edge and relies on diverse tools to uphold uptime and performance in a fast-paced, customer-focused environment.

You will document events, respond to tickets and calls, and engage with Incident Management while adhering to Change and Maintenance policies.

Qualifications

• Minimum 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.

Responsibilities

• 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, 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.

Skills

Network troubleshooting

Customer service

Written communication

Verbal communication

Critical thinking

Schedule flexibility

Education

CCNA-level aptitude

Tools

Arbor

Zenoss

Syslog

SolarWinds

WhatsUp Gold

Job 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; 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.

Key Accountabilities

• 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, 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

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

• All supported network platforms (Cisco 2900, 3500, 3700, 4900, 6500, ASR1k, ASR9k, Nexus 3k, Nexus 6k, Nexus 7k, Arista 7000, etc...) All supported Layer 2 and 3 protocols and features (STP, HSRP, VLANs, CDP, port-channels, OSPF, BGP, MPLS, DWDM, etc...) Monitoring systems (Arbor, Zenoss, Syslog, SolarWinds, WhatsUp Gold, etc...)

The ideal candidate possesses

• 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

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.

Equality, diversity, and inclusion

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.

If you have a disability or special need that requires accommodation, please let us know.

Core Values

Embrace Technology. Empower Customers. Deliver the Future.

Excellence: We're an accountable, disciplined, high-performing company with proven results.

Customer-driven: We're proactive, collaborative and committed to success for our customers.

Expertise: We're passionate learners, rooted in our customers' business to provide unbiased solutions.

Agility: We're adopting new technologies and evolving services to meet customers where they are in their journey.

Compassion: We're one team, doing the right thing for our customers, communities and each other.

We're looking for team members who are ready to unleash their creativity, collaborate with talented coworkers and make a lasting impact in the IT field. Could that be you?