Jr. Network Security Engineer - Ciudad de México - Rackspace

Rackspace

Empresa verificada

Ciudad de México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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
12 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 clientcentric ticket queue environment

Key Responsibilities:

Resolve or escalate levelappropriate 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

Skills:

Selfmotivated 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: