Network Engineer II

The Network Engineer II at Rackspace Technology will design, maintain, and enhance network infrastructure to ensure seamless customer support and operational excellence. This role requires creating and maintaining customer loyalty through exceptional support, leveraging ticketing systems and monitoring tools to detect and mitigate network events, including DDoS attacks. Key responsibilities include troubleshooting network issues, documenting events, escalating issues to appropriate teams, and adhering to Change Management and Maintenance policies.

Key accountabilities include:

• Providing exceptional customer support via ticketing systems and phone, ensuring high satisfaction and resolution rates.
• Detecting and mitigating network events promptly using monitoring tools like Arbor, Zenoss, and SolarWinds.
• Documenting planned and unplanned network events in tracking and turnover systems.
• Troubleshooting and resolving network events with precision, ensuring proper documentation.
• Taking ownership of customer requests and escalating issues as needed, collaborating with Incident Management.
• Participating in Root Cause Analysis and improving processes through input and collaboration.
• Managing self-identified or assigned projects, ensuring complete documentation and resolution.
• Reviewing, assisting in defining, and signing off on policy and process standards.

  Key performance indicators include:

  • High ticket evaluation results and first-pass success rates.
  • Prompt and accurate responses to network events.
  • Maintaining proficiency in troubleshooting, tools, and advanced network technologies (e.g., Cisco, Arista, OSPF, BGP).
  • Schedule flexibility, including regular weekend and holiday work.