Support Specialist - Network Security

System Administration Hayes, Greater London


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. 

As a L2 Support Specialist you will play a key part in resolving and, when required, escalating technical issues for customers via phone, ticket and chat.

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

Key Requirements 

  • 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.


  • Previous experience working in a related field or educated to degree level or equivalent
  • Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
  • Strong verbal and written communication skills
  • Strives for performance improvements in oneself and peers
  • Leads by example and motivates team members
  • Confident 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 / skilled areas of the business
  • Able to communicate constructive feedback effectively
  • Ability to adapt to changing business / technology requirements


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.