[Hiring] Support Technician I @Rackspace Technology

Role Description

• Perform ticket queue management
• Prior experience of handling technical calls and chats
• Monitor inbound customer ticket requests and route/troubleshoot
• Proven knowledge of computer systems and functions
• Administer and provide user account provisioning
• Provide support for business software including Microsoft Office
• Service Desk professional with good customer service knowledge to join our Rackspace FLR team
• Ensure that all tickets are progressed to satisfactory resolution within the relevant SLA
• Provide call logging and basic technical support function to callers
• Ensure that 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
• ITIL knowledge including Service Now and experience of working within the framework; some technical IT knowledge is a plus

Qualifications

• Supporting global clients (preferably US/UK)
• Excellent communication skills
• Must be open to work in shifts 24/7

Requirements

• Proficient support of Microsoft products
• Ability to configure devices within the Windows OS
• 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 groups)
• 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.)

Company Description

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data, and cyber resilience.

We embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe.