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 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.
