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Network Security Administrator, Government Services - US (Second Shift)

Company: Rackspace
Location: San Antonio
Posted on: February 15, 2019

Job Description:

PRIMARY RESPONSIBILITY: The Network Security Administrator is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone and ticketing system. This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. The Network Security Administrator is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Technical issues can include troubleshooting customer firewalls, load balancers, IDS and WAF appliances. The role will also support many elements of the Rackspace Cloud product portfolio, including RackConnect.

The Network Security Administrator will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

--- KNOWLEDGE/SKILLS/ABILITIES: Level-appropriate knowledge of and/or professional experience with: The Network Security Administrator has an intermediate knowledge of: Firewalls (Cisco ASA, ASA-X and Juniper SRX). Load balancers (F5 LTM and Brocade ADX), Services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers. Security technologies (IDS, WAF, RSA, IPS). Networking concepts and devices [All OSI Layers]. The Network Administrator is: Passionate about technology and has a desire to constantly expand technical knowledge. Detail-oriented in documenting information and able to own customer issues through resolution. Able to handle multiple tasks and prioritize work under pressure. Demonstrate sound problem-solving skills coupled with a desire to take on responsibility. The ideal candidate possesses: Excellent written and verbal communication skills (fluency in multiple languages is a plus). A willingness to work weekends and/or holidays when required as the business dictates.

--- JOB COMPLEXITY: Provide exceptional customer support via the phone and ticketing system. Own level-appropriate customer requests and issues, seeing them through to resolution. Escalate support requests to next level engineers and other support teams according to escalation procedures. Troubleshoot monitoring alerts and create tickets accordingly. Schedule and coordinate level-appropriate maintenances. 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. Review and sign off on defined policy and process standards.

--- SUPERVISION: Detailed instruction and/ or supervision.

--- EDUCATION/EXPERIENCE: High school diploma or equivalent required. A minimum one year of experience in a related field. A computer-related degree and/or network certification (CCNA Required).

--- PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required.

--- PERSON SPECIFICATION: Must be able to pass a Public Trust background check at hire. Must be a U.S. Citizen. May require further DOD security clearance.

Keywords: Rackspace, San Antonio , Network Security Administrator, Government Services - US (Second Shift), Government & Protective Services , San Antonio, Texas

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