Network Defence Administrator

Networking Hayes, Greater London


The Network Defense Administrator I 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 Defense Administrator I 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 IDS/IPS, Log Manager, WAFs, firewalls, and load balancers.  The role will also support many elements of the Rackspace Cloud product portfolio, including RackConnect. The Network Defense Administrator I will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

Key Responsbilities:

  • 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


  • Intrusion Detection System (IDS) and Intrusion Prevention System (IPS)
  • Web Application Firewall (WAF) (Imperva WAF, Incapsula)
  • Log Management
  • Firewalls (Cisco ASA/ASA-X, Juniper SRX)
  • Load Balancers (F5 LTM, Citrix Netscaler)
  • IPSEC and SSL VPN technologies
  • Services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers.
  • DNS
  • Networking concepts and devices (All OSI Layers)
  • A minimum of two years’ experience in a related field
  • A computer-related degree and/or relevant network/security certifications
  • Excellent written and verbal communication skills (fluency in multiple languages is a plus)
  • A willingness to work weekends, after hour shifts and/or holidays when required as the business dictates
  • CCNA (R&S, Security, or CyberOps) certification preferred


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.