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Rackspace

Jr. Network Security Engineer

Mexico City, Mexico Remote Hybrid
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Description
Job Description
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 the process, display good judgment in decisions and 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.
 
Experience
Required
·       1-2 years of technical customer support experience OR education/certification to a level of proficiency to perform the role duties Or 2 years
- Preferred technical customer support experience in a client-centric ticket queue environment

Key Responsibilities

  • 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

Skills

  • 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.

Education

  • Technical education or job acquired knowledge related to the duties of the role.
  • Preferred Higher education classes related to technology
- Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla. You need to be based in Mexico at one of the above locations.
*LI-GP1


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.
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