Network Operations Engineer I: Uptime & Troubleshooting

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

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.