Support Specialist II - Netsec - IN-1 in Gurugram at Rackspace

Date Posted: 3/13/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Gurugram
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/13/2020

Job Description

The Junior Network Engineer sits within the Support Specialist function and this is 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 support ticket queues and first line resolution. They are expected to display good judgment in the decisions they make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. 

As a Junior Network Engineer 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  Technical:

  • 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.

Non-Technical:

  • 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