• Network Security Support Specialist - II

    Location(s) UK-Greater London-Hayes
    Req #
    Customer Relationship & Support
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!


    More on Rackspace


    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.

    Overview & Responsibilities

    Support Specialists are a key element within the Rackspace support infrastructure; they are the first point of contact and are expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. They are responsible for managing the Rackspace International support ticket queues and first line resolution. They are expected to display good judgment in decisions they make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. They are critical in helping us deliver FANATICAL support.


    As a level 2 Support Specialist you will play a key part in resolving and, when required, escalating technical issues for customers via phone, ticket and chat.


    You will act as a positive role model for colleagues within your team, striving to live the Rackspace Core Values.





    Key Accountabilities


    • Takes ownership and works on intra-team escalations (phone/ticket/chat)
    • Ticket/Phone/Chat resolution (in accordance with team playbook guidelines)
    • Escalates support requests according to escalation procedures
    • First rollover point for incoming customer calls
    • Provides initial investigation and/or troubleshooting of technical issues
    • Initial investigation of monitoring alerts
    • Incident management (identification, assist in managing and escalation)
    • User administration
    • Ad hoc queue management
    • Ensuring we adhere to customer & SLA commitments
    • Providing Fanatical Support in all of the above


    • Basic OS troubleshooting knowledge – Ability to provide increased level of investigation in network troubleshooting, e.g. IP configuration, DNS, etc.
    • Basic understanding of Network Security related devices and tools (Firewalls, Switches, etc.)
    • Networking Certification (CCENT, CCNA or Network+) or equivalent knowledge
    • Improved OS Specific troubleshooting knowledge – Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands across either Windows, Linux or Network Security fields
    • Patching - Experience documenting changes based on requests for change. Applies change control procedures.
    • Windows Certification – MCP/MCSA/MCSE
    • Familiarity with cross platform basic troubleshooting tasks (Windows, Linux or Networking)
    • Awareness of virtualization and / or cloud technologies. E.g. VMWARE, Hyper-V, KVM and/or OpenStack