Network Technician Ii

2 days ago

Gurugram Haryana, India Rackspace Full time

**Job Description Summary**:
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
- 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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