Support Specialist - Network Security

System Administration Cardiff, Wales


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.)
  • Any Networking Certification (CCENT, ICND Part 1/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
  • Linux Certification – LPI-1 or RHCSA Level Knowledge
  • 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


About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

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.