Support Technician

Summary

Join Rackspace as a key member of our support infrastructure, providing technical support to customers via phone, chat, and tickets. You will own customer issues, ensuring resolution within SLAs. Creative problem-solving and clear communication are essential. You will maintain and troubleshoot various customer solutions across our product portfolio, fostering customer loyalty. Adherence to company security policies and procedures is required. This role requires basic analytical and technical skills, working under close supervision.

Requirements

• Basic OS troubleshooting knowledge with OS specialism in either Windows or Linux
• Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands
• Basic understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for Linux
• Basic understanding of SSL & DNS
• Basic understanding of Active Directory for Windows specialization
• Basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities
• Understand how the assigned duties relate to others in the team and how the team integrates with others
• Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
• Intermediate verbal and written communication skills and the ability to communicates basic technical information with team members
• Regional equivalent to High School Diploma
• Technical education or job acquired knowledge related to the duties of the role
• 1-2 years of technical customer support experience OR education/certification to a level of proficiency to perform the role duties

Responsibilities

• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
• Secure, administer, and improve customer technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues
• Troubleshoot monitoring alerts and create tickets accordingly
• Escalate support requests according to escalation procedures
• Second rollover point for inbound customer calls
• Perform incident management identification, assist in managing and escalation
• Ensure adherence to customer & SLA commitments
• 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
• Provide Fanatical Experience to customers in all the above

Preferred Qualifications

• Basic understanding of patching - documents changes based on requests for change
• Basic ability to apply change control procedures
• Familiarity with basic cross platform troubleshooting tasks
• Awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack
• Higher education classes related to technology
• Technical customer support experience in a client-centric ticket queue environment
• MTA, MCP, MCSA for Windows specialization
• LPIC-1 or RHCSA for Linux specialization