Your role
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. The engineer troubleshoots all network incidents and any customer reported services issue within agreed upon SLA, and coordinates with internal and external providers to resolve 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: Detect, analyze, and resolve network outages or performance degradation.
Maintenance & Updates: Support the installation, configuration, and updating of hardware, firmware, and patch management.
Reporting: Provide detailed analysis of network performance, availability and recommend infrastructure design and routing improvements.
Incident Management, Incident Diagnosis, and Incident Resolution within SLAs, OLAs and KPIs, ensuring that all incidents are investigated in a timely manner.
Provide regular updates to ticketing systems while progressing incidents through to resolution.
Liaise and elevate with external suppliers and other Digital Realty departments to ensure minimum disruption and downtime on the network.
Stay 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 is 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).
Solid understanding of routing principles.
Experience 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.
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