The Network Service engineer is responsible for monitoring and maintaining Digital Realty's Interconnectivity Network infrastructure to ensure minimum network downtime and customer service impacts. Troubleshoot all network incidents and any customer reported services issue within agreed upon SLA. If needed, the engineer is responsible for coordinating with internal and external providers to troubleshoot and fix any network/customer service issues.
What you’ll do
- Real-Time Monitoring: Proactively tracking network health, traffic, and performance metrics to prevent failures.
- Trouble Ticket Support: Create and manage trouble tickets with our equipment vendors and our fiber providers and support customer facing trouble tickets (Cloud Connect, Service Exchange, DRIX, IP Bandwidth, Metro Connect (Dark Fiber), Metro Connect (Ethernet), Metro Connect (Managed Wave), Ports, Links, Connections, Virtual Router).
- Incident Management & Response: Detecting, analyzing, and resolving network outages, outages, or performance degradation.
- Maintenance & Updates: Support the installation, configuring, and updating hardware, and firmware, including patch management.
- Reporting: Providing detailed analysis regarding network performance, availability and recommending infrastructure design and routing improvements.
- Incident Management, Incident Diagnosis and Incident Resolution within SLA's, OLA's and KPI's, ensuring that all incidents are investigated in a timely manner.
- Provide regular updates to ticketing systems while progressing incidents through to resolution.
- Liaising and escalating with external suppliers and other Digital Realty departments to ensure minimum disruption and downtime on the network.
- Staying up to date with new network technology supported by the NOC.
What you’ll need
- A degree in telecommunications or equivalent, relevant industry experience.
- Experience working with Juniper, Ciena, and Cisco network equipment are a plus.
- Professional certifications such as CCNA, JNCIA, or Optical Associate/Foundation are a plus.
- Proven experience working within a Network Management or Operations Center environment in the Managed Services (Data or Voice), Telecoms, ISP, or Cloud Service Provider sectors.
- Experience working within a Data Center (co-location) environment is advantageous.
- Hands-on experience with network monitoring tools and trouble-ticketing systems.
- Strong understanding of TCP/IP networking fundamentals.
- Proficient in LAN and WAN troubleshooting, including physical layer cabling issues in co-location environments.
- Working knowledge of IP/MPLS networks (experience with Juniper MX Series is desirable).
- Working experience of Optical Ethernet and Transport Network. (Ciena 6500 and Waveserver AI desirable)
- Working experience with Optical Ethernet and Transport Networks (experience with Ciena 6500 and Waveserver AI is desirable).
- Solid understanding of routing principles.
- Experience working with VMware and Linux-based systems.
- Familiarity with Microsoft Azure ExpressRoute, AWS Direct Connect, Google Cloud Interconnect, or other CSP connectivity services is an advantage.
- Scripting knowledge in Python or experience with Ansible automation tools is a plus.
- Excellent written and verbal communication skills and strong attention to detail.
Responsibilities
What you’ll do
- Real-Time Monitoring: Proactively tracking network health, traffic, and performance metrics to prevent failures.
- Trouble Ticket Support: Create and manage trouble tickets with our equipment vendors and our fiber providers and support customer facing trouble tickets (Cloud Connect, Service Exchange, DRIX, IP Bandwidth, Metro Connect (Dark Fiber), Metro Connect (Ethernet), Metro Connect (Managed Wave), Ports, Links, Connections, Virtual Router).
- Incident Management & Response: Detecting, analyzing, and resolving network outages, outages, or performance degradation.
- Maintenance & Updates: Support the installation, configuring, and updating hardware, and firmware, including patch management.
- Reporting: Providing detailed analysis regarding network performance, availability and recommending infrastructure design and routing improvements.
- Incident Management, Incident Diagnosis and Incident Resolution within SLA's, OLA's and KPI's, ensuring that all incidents are investigated in a timely manner.
- Provide regular updates to ticketing systems while progressing incidents through to resolution.
- Liaising and escalating with external suppliers and other Digital Realty departments to ensure minimum disruption and downtime on the network.
- Staying up to date with new network technology supported by the NOC.
Qualifications
What you’ll need
- A degree in telecommunications or equivalent, relevant industry experience.
- Experience working with Juniper, Ciena, and Cisco network equipment are a plus.
- Professional certifications such as CCNA, JNCIA, or Optical Associate/Foundation are a plus.
- Proven experience working within a Network Management or Operations Center environment in the Managed Services (Data or Voice), Telecoms, ISP, or Cloud Service Provider sectors.
- Experience working within a Data Center (co-location) environment is advantageous.
- Hands-on experience with network monitoring tools and trouble-ticketing systems.
- Strong understanding of TCP/IP networking fundamentals.
- Proficient in LAN and WAN troubleshooting, including physical layer cabling issues in co-location environments.
- Working knowledge of IP/MPLS networks (experience with Juniper MX Series is desirable).
- Working experience of Optical Ethernet and Transport Network. (Ciena 6500 and Waveserver AI desirable)
- Working experience with Optical Ethernet and Transport Networks (experience with Ciena 6500 and Waveserver AI is desirable).
- Solid understanding of routing principles.
- Experience working with VMware and Linux-based systems.
- Familiarity with Microsoft Azure ExpressRoute, AWS Direct Connect, Google Cloud Interconnect, or other CSP connectivity services is an advantage.
- Scripting knowledge in Python or experience with Ansible automation tools is a plus.
- Excellent written and verbal communication skills and strong attention to detail.
