NOC Service Engineer III

Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions. 

At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who build The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do. 

Job Summary

This position supports the Global Network Service Management Center team. NOC Service engineers are responsible to operate, monitor and support Equinix network and server systems in AMER region. Performs 1st and 2nd level troubleshooting, using tools and utilities to resolve system/network performance and related system/network issues. Drive Full resolution working closely with the Global Network Service Technical Assistance Team to insure the best quality of service to our customers.

Responsibilities

• Drive incidents to resolution, document, follow up and keep track on full resolution


• Interface between customer and other supporting departments 


• Drive tools improvement and new features request


• Reviews the metrics and identifies opportunities to improve the efficiency of the Edge Services with the Global Network Service Technical Assistance departments


• Monitor and review network performance, reliability and security 


• Troubleshooting of Network and Server and Service issues, Supporting NOC – Service Engineering team and Customers


• Identify operational issues and suggest design alterations to address these issues


• Working in a distributed Global Network operations support team.


• Schedule network maintenances and upgrades when appropriate 


• The role is in shift environment 4-10 (i.e: Mon-Thu or Thu-Sun)


• May perform other duties as assigned

Troubleshooting

• Troubleshoots network problems and outages and provides Level 3 Network Triage support


• Publishes and manages the NOC checklists for Tiers 1, 2, and 3


• Provides escalation level support for multi-vendor devices and owns the workarounds published for field support


• Performs network monitoring and creates end-to-end solutions that allow proactive monitoring


• Collaborates with vendors on hardware and software roadmaps, certifications, problems, and resolutions for better triaging needs


• Reviews and provides feedback on improving supportability and applicability of workarounds (for both internal and external communities)


• Delivers and increases effectiveness of reports, metrics on incidents and events


• Creates troubleshooting scripts and software

Sustaining Operations

• Performs software and device patch updates, network device monitoring, software patch updates, and network tools health check



• Validates the fixes, monitors the network tools, reports any device or software outages, and prioritizes the issues


• Creates network level reports or device level reports


• Runs periodic health audits for device and products


• Provides escalation on call support for NOC


• Performs capacity management for a given product in the region

Service Delivery

• Performs Network Service fulfillment for quote to cash transactional tickets for all network and datacenter products (Interconnections, DCIM etc.)



• Ensures successful fulfillment of the Software triggered provisioning (e.g. VC's and RI's)


• Reviews the metrics and identifies opportunities to improve the efficiency of the fulfillment (per customer and per transaction)

Preferred Skills

• Script programming languages (python, bash…)


• Automation mind set for server/network tasks


• Security background configuring firewalls and IDS / IPS


• ITILv3

Qualifications

• 5+ years experience



• Bachelor's Degree


• 2-3 years of experience in the field of networking and server engineering


• Deep understanding Open Stack technology and Network Function Virtualization (NFV) from practical work experience


• Knowledge of Linux (Red Hat, Ubuntu and KVM), Cisco (IOS, IOS XR and Nexus) 


• Network and Server monitoring skillset (Zabbix, Nagios…)


• Knowledge of packet based networks, routing, redundancy and transport protocols (OSPF, BGP, MPLS, VRF and VXLAN) on several network vendor


• Clear understanding of Container technology’s (Docker)


• Must be able to manage multiple tasks concurrently, work under pressure, and be able to produce under a mission critical environment 


• Fluent in English in speaking and writing is required


• Flexibility, able to work people cross borders and functions


• Team spirit


• Great communicator

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.