Network Security Specialist

hace 2 semanas

Xico, México Rackspace A tiempo completo

As a Network Security Specialist at Rackspace Technology, you will be responsible for providing administration for systems and cloud computer networks. Your primary goal will be to deliver a great customer experience by serving as an escalation point to provide technical support to customers over chat, phone, and via support tickets. You will be responsible for responding to the Rackspace global support ticket queues and completing first-line resolution to issues in scope. You will be expected to follow the process, display good judgment in decisions, and create and maintain customer loyalty by going above and beyond the customer's expectation. Additionally, you will be responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

**Key Responsibilities:**

• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
• 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
• Escalate support requests according to escalation procedures
• Second rollover point for inbound customer calls
• Perform incident management identification, assist in managing and escalation
• Ensure adherence to customer & SLA commitments
• 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
• Provide Fanatical Experience to customers in all the above

**Requirements:**

• Self-motivated with a strong desire to learn and improve both technical and 'people' skills
• Intermediate verbal and written communication skills and the ability to communicates basic technical information with team members
• Strives for performance improvements in oneself and peers
• Leads by example and motivates team members
• Organizational skills with the ability to provide quality at pace
• Ability to work at a team level as well as an individual level
• Ability to interact confidently with more senior and/or skilled areas of the business
• Able to communicate constructive feedback effectively
• Ability to adapt to changing business and technology requirements

**About Rackspace Technology**

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