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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 and/or 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, trouble-shooting 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 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
- 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, port-channels, 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
- Detail-oriented in documenting information and able to own customer issues through resolution or escalation
- Capable of demonstrating sound problem-solving 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
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