Network System Administrator 1

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Network System Administrator L1 About the job This position is needed as a Network System Administrator L1 at Twilio, you'll be the first line of defense, responsible for resolving network-related incidents and service requests, monitoring infrastructure, diagnosing connectivity and hardware issues, resolving routine incidents, and escalating complex problems to higher support tiers. and ensures high customer satisfaction. Responsibilities: Operate and support the global Twilio IT network infrastructure. Keep track of network assets, including network hardware and software. Monitor the network performance, availability, utilization, throughput and latency, providing measurable metrics to the IT leadership team. Procure and provision network circuits based on the network design. Work with network engineers to update network configurations and implement network changes. Identify and resolve network issues. Respond to incidents, engage in network troubleshooting activities to determine root cause and resolve network issues. Perform administration tasks based on set team priorities with Agile framework.. Analyze the current network structure and collaborate on how to make the network more efficient, scalable and sustainable. Create and maintain documentation for network design, IT network standards and process. Research on systems upgrade and expansion options to mitigate new release vulnerabilities and known issues. Vendor management Work with vendors for office hardware replacements. Perform hardware/software troubleshooting and resolve user access issues. Ticket Management: Manage end-to-end ticket processes, including escalation, resolution, and closure. Achieve individual SLA and KPI scorecard targets. Provide empathetic and patient customer support. Contribute to the IT Services knowledge base: Update/create articles to enhance team knowledge and address trending incidents. Collaborate with the automation team for support and issue resolution: Utilize scripts and automation tools to streamline problem resolution. Assist end-users in leveraging native AI products for problem-solving. Monitor servers, process events, and address issues. Troubleshooting Zscaler issues on endpoints, proxy issues, and traffic steering problems. Perform troubleshooting on routers, switches, and firewalls. Maintain up-to-date documentation for configuration changes, troubleshooting runbooks, and Zscaler policies. Support automation, incident management, and process improvement. Privacy Elements (Required): Understanding and adherence to data protection regulations. Proven commitment to upholding privacy standards. Implementation of privacy best practices. Integration of privacy considerations into application development and support processes. Familiarity with GDPR, CCPA, or other relevant privacy regulations. Required Business Competencies: Must live and embody Twilio’s values. Wear our customer’s shoes and understand their perspective when helping with issues and requests. Customer-centric mindset, understanding, and empathizing with customer perspectives. Excelle ... (truncated, view full listing at source)