Network Engineer I

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver outstanding customer support through our ticketing system and phone communications.

• Oversee the Rackspace network from the top of the rack to the edge utilizing various tools.

• Identify network events promptly.

• Diagnose and rectify latency, packet loss, subpar performance, DDoS attacks, hardware and software malfunctions, configuration discrepancies, and connectivity problems.

• Record both planned and unplanned network events in tracking and turnover systems.

• Assume responsibility for customer requests and issues until they are resolved.

• Elevate support requests to senior engineers and liaise with Incident Management.

• Raise issues with vendors and follow up to ensure they are addressed.

• Perform maintenance tasks to guarantee standardization and uptime.

• Comply with Change Management and Maintenance policies and procedures.

• Contribute to and participate in Root Cause Analysis sessions.

• Review, provide insights, and approve established policy and process standards.

• Interact directly with external customers via public ticket comments and phone discussions.

• Transfer unresolved issues and relevant documentation to the next shift.

⛳️ Requirements

• At least 18 months of recent networking experience in a command-line oriented setting.

• Possess CCNA-level knowledge.

• A minimum of 12 months of experience in a customer service position.

• Exceptional written and verbal communication abilities.

• Strong critical thinking skills with the capacity to deliver precise solutions in high-pressure scenarios.

• Flexible scheduling, including regular weekend shifts and holidays as required by the business.

• Introductory to intermediate understanding of supported network platforms, such as Cisco, Nexus, and Arista.

• Introductory to intermediate knowledge of Layer 2 and 3 protocols and features, including STP, HSRP, VLANs, CDP, port-channels, OSPF, BGP, MPLS, and DWDM.

• Familiarity with monitoring systems including Arbor, Zenoss, Syslog, SolarWinds, and WhatsUp Gold.

• Capability to manage multiple tasks and prioritize work effectively under pressure.

• Detail-oriented approach to documentation and ownership of customer issues until resolution.

• Strong problem-solving skills and a willingness to take on responsibilities.

• Enthusiasm for technology and a desire to enhance technical expertise.

🏝️ Benefits

• Equal employment opportunity without regard to legally protected characteristics.

• Disability or special-needs accommodations available upon request.