Support Technician II

Summary

Join Rackspace's Technical Support group in India and be part of an exciting journey with industry leaders. This Support Technician II (Help Desk) role involves managing ticket queues, monitoring customer requests, troubleshooting issues, and providing user account provisioning. You will support business software, ensure ticket resolution within SLAs, and perform capabilities gap analysis for service improvement. The position requires a graduate degree and experience supporting global clients, particularly in the US/UK, with proficiency in Microsoft products and Windows OS. A 24/7 shift schedule is required.

Requirements

• Must be open to work in shifts 24/7
• Proven knowledge of Computer systems and functions
• Graduate degree
• Supporting Global Clients (Preferably US/UK) Providing support (Microsoft Office, Windows OS)
• Must be open to work in 24x7 environment

Responsibilities

• Perform ticket queue management
• Monitor inbound customer ticket requests and route/troubleshoot
• Administer and provide User account provisioning
• Provide support for business software including Microsoft Office
• Ensure that all tickets are progressed to satisfactory resolution within the relevant SLA
• Providing a call logging and basic technical support function to callers
• Ensure that the various tickets are monitored and followed up on
• Perform capabilities gap analysis and drive continual service improvement across end user support services
• Own tickets throughout their lifecycle in line with the ITIL model
• Regularly update customers on their own open tickets
• Provide excellent customer service and call handling including email updates
• Proficient support of Microsoft products
• Ability to configure printers and other devices within the windows OS

Preferred Qualifications

• ITIL knowledge including Service Now and experience of working within the framework and some technical IT knowledge
• Strong understanding of Win 10 OS (Deployment and Support), Office 365 (User and group), Active Directory (creating and managing user accounts, creating, and managing distribution/security group)
• Basic knowledge of Azure
• Incident management and Hardware / Software related troubleshooting skills
• Familiar with device OS installation or re-imaging
• Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc.)