Network Services Engineer

Bengaluru, Karnataka, India | Operations | Full-time

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About WeWork

WeWork is a platform for creators, providing hundreds of thousands of members around the world with space, community and services that enable them to do what they love and create their life’s work. Our mission is to create a world where people work to make a life, not just a living, and our own team members are central to that goal.  

 

About the role

The Network Services team is responsible for implementation and support of a robust and resilient global network infrastructure for our Members and internal teams. They identify and utilize new technologies, solutions and services that deliver on the network and connectivity requests. You will need specialist knowledge, analytical and diagnostic skills to ensure Level 3 network service requests are dealt in a timely manner. The focus for the role is to ensure day-to-day operations of WeWork’s data network across a number of WeWork spaces.  

 

Goals and Objectives

  • Perform in the role of Networking SME (Subject Matter Expert) to provide technical expertise to peers, management, other infrastructure teams as well as our Members
  • Act as a technical escalation point and provide Level 3 support for network related issues and requests
  • Field incoming help requests from Members, internal teams and monitor alerts to ensure that the Incident Management System is up to date
  • Establish a healthy network by evaluating network performance issues including availability, utilization, throughput and latency
  • Maintain network performance by performing network monitoring and analysis, performance tuning, troubleshooting network problems, escalating problems to vendor
  • Development and improve network policies and procedures and ensure they are executed/put into practice and followed by the team
  • Partner with other IT infrastructure teams (Security, Audio Visual, IT Systems, Member Technology Services) to provide technical solutions in the support of any network needs
  • Provide technical guidance to Members and identify opportunities to sell Member IT Services to generate revenue
  • Monitor the Networking helpdesk queue and ensure tickets are assigned, owned and resolved within the SLA
  • Provide technical networking support for field operations
  • Coordinate and partner with the Member Technology Services Team for troubleshooting and resolution of LAN and Wireless Network issues
  • Coordinate and partner with the Member Technology Audio Visual Services Team for troubleshooting and resolution of audio visual issues
  • Coordinate and partner with the Information Security Team to secure the network, develop network access, monitor controls and evaluations
  • Direct partners and vendors for quick identification and resolution of escalated issues
  • Protect organization value by keeping network-related information confidential
  • Identify software and hardware lifecycle upgrades, determine upgrade path of device system software and hardware
  • Perform network upgrades and refreshes by conferring with vendors; developing, testing, evaluating and installing enhancements
  • Maintain a thorough understanding of Local Area Networking, layer 2 switching, spanning tree, data security, DNS, IP Routing, HTTP, VPN, and Email Routing
  • Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional events
  • Implement and support of a robust and resilient global network infrastructure in support of our Members and Team Members
  • Utilize existing and identify new technologies, solutions and services that deliver on the network and connectivity requirements of our Members and Team Members.
  • Ensure that we deliver efficient solutions that wherever possible reduce both the initial capital and ongoing operational costs to WeWork
  • Provide expedient and outstanding support services to our Members and Team Members
  • Proactively monitor the network health across all WeWork spaces to identify and propose solutions to potential problems before they arise
  • Leverage existing and emerging technologies and identify solutions to improve the performance of the overall network infrastructure

 

Experience and Qualifications

  • BE/B Tech or equivalent college degree in Computer Science, Information Systems or related field
  • 6+ years of corporate experience in installation, configuration and support
  • Experience with Juniper/Cisco Networking and troubleshooting
  • Experience in supporting and administrating wireless networks 
  • Experience working with wireless survey and wireless analysis tools
  • Experience with Network Performance Tuning, LAN Knowledge, Network Design and Implementation
  • Ability to manage multiple, often competing, priorities and tasks and follow through to completion on strict deadlines
  • Ability to use discretion and judgment in evaluating problems and creating solutions for Members
  • Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users
  • Ability to work with flexible hours as needed during site build outs or major outages
  • Excellent interpersonal and communication skills
  • Attention to detail, ability to deal with ambiguity and work effectively on cross-functional teams
  • Result oriented with an ability to work in a fast-paced environment
  • Keen to learn new technologies and innovate