Network Security Administrator I - Rackspace United States - San Antonio Bookmark Share Print 366 0 0

Listing Description

Rackspace Technology, we’re obsessed with empowering our customers to grow their business, increase their efficiency and deliver the future. We make this happen through our technical expertise across the world’s leading technologies.  We’ve branded Fanatical Experience™ It’s at the heart of everything we do. Since 1999, this has guided how we care for customers, one another, our communities, and our planet. It’s our way of helping to make the world a better place.
 
Work Location: The Rackspace Castle located in San Antonio, TX.
 
Key Responsibilities:
 
·       Responsible for delivering a great customer experience.
·       Serve as an escalation point to provide technical support to customers over chat, phone and via support tickets.
·       Responsible for responding to the Rackspace global support ticket queues and completing first line resolution to issues in scope.
·       Follow process, display good judgment in decisions and create and maintain customer loyalty by going above and beyond the customer’s expectation.
·       Adhere to company security policies and procedures and any other relevant policies and standards as directed.
·       Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing.
·       Secure, administer, and improve customer networks, including firewalls, switches, load balancers, intrusion detection systems, and web application firewalls.
·       Configure firewalls (Cisco ASA/ASA-X, Juniper SRX), load balancers (F5 LTM/Brocade ADX/Citrix NetScaler), security technologies and networking devices.
·       Troubleshoot monitoring alerts and create tickets accordingly.
·       Monitor ticket response times and take appropriate actions to ensure team response time targets are met. 
·       Collaborate with Account Managers and Business Development Consultants to build strong customer relationships.
·       Collaborate and share knowledge with other administrators on the support floor.
 
Required Knowledge, Skills, and Abilities (KSA): 
·       OS troubleshooting knowledge for Network Security
·       Basic knowledge to provide increased level of investigation into network issues.
·       Ability to troubleshoot connectivity issues including ACLs, site-to-site VPNs, and client-to-site VPNs on Cisco ASA firewalls
·       Basic understanding of Network Security related devices and tools: Firewalls, Switches, issues with VIPs on F5s and Brocade Load-balancers)
·       Basic understanding of SSL & DNS
·       Basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities
 
Preferred Knowledge, Skills, and Abilities (KSA):
·       Understanding of patching - documents changes based on requests for change
·       Ability to apply change control procedures
·       Familiarity with cross platform basic troubleshooting tasks
·       Awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack
 
Education/Certification Required:
·       Regional equivalent to High School Diploma
·       Technical education or job acquired knowledge related to the duties of the role.
·       CCENT, CCNA or Network+ Level knowledge
 
Needed Experience:
·       Minimum of 1-year technical customer support experience OR education/certification to a level of proficiency to perform the role duties
About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
 
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.
 


Listing Details

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