Provides administration for systems and cloud computer networks. Responsible for delivering a great customer experience. Serves 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.
Expected to follow process, display good judgment in decisions and to create and maintain customer loyalty by going above and beyond the customer’s expectation.
Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Career Level Summary
Requires basic skills in an analytical or scientific method or operational process
Leverages clearly defined standard operating procedures and / or scientific methods and adheres to quality guidelines
Works with close supervision
Service Delivery Effectiveness : Learns about SLAs within scope of own work and how to assess service delivery outcomes against desired standards
Value Analysis : Provides customers with basic, standard information regarding products / offerings
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
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
Basic 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
Prefer basic understanding of patching - documents changes based on requests for change
Prefer basic ability to apply change control procedures
Prefer familiarity with cross platform basic troubleshooting tasks
Prefer awareness of virtualization and / or cloud technologies e.g. VMWARE, Hyper-V, KVM and / or OpenStack
Requires basic technical skills in analytical / scientific methods or operational processes to perform routine and straightforward activities
Understands how the assigned duties relate to others in the team and how the team integrates with others
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.
Regional equivalent to High School Diploma
Technical education or job acquired knowledge related to the duties of the role.
Higher education classes related to technology
Requires CCENT, CCNA or Network+ Level knowledge
1-2 years of technical customer support experience OR education / certification to a level of proficiency to perform the role duties
Technical customer support experience in a client-centric ticket queue environment
General office environment : no special physical demands required
May require long periods sitting and viewing a computer monitor
Schedule flexibility to include working weekends and / or evenings and holidays as required by the business for 24 / 7 operations
Work aligned to set shift hours, may require non-traditional work shift
Ability to accommodate on-call rotations
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.