Network Security Administrator I - R-16316

Career Level SummaryRequires basic skills in an analytical or scientific method or operational processLeverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelinesWorks with close supervisionCritical CompetenciesService Delivery Effectiveness: Learns about SLAs within scope of own work and how to assess service delivery outcomes against desired standardsValue Analysis:Provides customers with basic, standard information regarding products/offerings Key ResponsibilitiesResolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketingSecure, administer, and improve customer networks, including firewalls, switches, load balancers, intrusion detection systems, and web application firewallsConfigure firewalls (Cisco ASA/ASA-X, Juniper SRX), load balancers (F5 LTM/Brocade ADX/Citrix NetScaler), security technologies and networking devicesTroubleshoot monitoring alerts and create tickets accordinglyEscalate support requests according to escalation proceduresSecond rollover point for inbound customer callsPerform incident management identification, assist in managing and escalationEnsure adherence to customer & SLA commitmentsMonitor ticket response times and take appropriate actions to ensure team response time targets are metCollaborate with Account Managers and Business Development Consultants to build strong customer relationshipsCollaborate and share knowledge with other administrators on the support floorProvide Fanatical Experience to customers in all the abovePerson SpecificationKnowledgeBasic OS troubleshooting knowledge for Network SecurityBasic 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 firewallsBasic understanding of Network Security related devices and tools: Firewalls, Switches, issues with VIPs on F5s and Brocade Load-balancers)Basic understanding of SSL & DNSPrefer basic understanding of patching - documents changes based on requests for changePrefer basic ability to apply change control proceduresPrefer familiarity with cross platform basic troubleshooting tasks Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStackRequires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activitiesUnderstands how the assigned duties relate to others in the team and how the team integrates with othersSkillsSelf-motivated with a strong desire to learn and improve both technical and ‘people’ skillsIntermediate verbal and written communication skills and the ability to communicates basic technical information with team membersStrives for performance improvements in oneself and peersLeads by example and motivates team membersOrganizational skills with the ability to provide quality at paceAbility to work at a team level as well as an individual levelAbility to interact confidently with more senior and/or skilled areas of the businessAble to communicate constructive feedback effectivelyAbility to adapt to changing business and technology requirements.CertificationsRequires CCENT, CCNA or Network+ Level knowledgeExperienceRequired2-4 years of technical customer support experience OR education/certification to a level of proficiency to perform the role dutiesPreferredTechnical customer support experience in a client-centric ticket queue environment About Rackspace TechnologyWe 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 TechnologyThough 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.