Job Description

Job SummaryServes as a key element within the Rackspace support infrastructure and provides technical support to our customers over the phone, chat and/or via support tickets. Owns customer issues through resolution with an emphasis on meeting strict SLA requirements. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way via the ticketing system. Maintains, troubleshoots, and supports a varied set of customer solutions utilizing technologies across the Rackspace product portfolio. The Administrator creates and fosters customer loyalty by exemplifying the Fanatical Experience and embodying Rackspace's Core Values. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.Career Level Summaryxc2xb7 Requires basic skills in an analytical or scientific method or operational processxc2xb7 Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelinesxc2xb7 Works with close supervisionCritical Competenciesxc2xb7 Service Delivery Effectiveness: Learns about SLAs within scope of own work and how to assess service delivery outcomes against desired standardsxc2xb7 Value Analysis: Provides customers with basic, standard information regarding products/offeringsKey Responsibilitiesxc2xb7 Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketingxc2xb7 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 issuesxc2xb7 Troubleshoot monitoring alerts and create tickets accordinglyxc2xb7 Escalate support requests according to escalation proceduresxc2xb7 Second rollover point for inbound customer callsxc2xb7 Perform incident management identification, assist in managing and escalationxc2xb7 Ensure adherence to customer & SLA commitmentsxc2xb7 Monitor ticket response times and take appropriate actions to ensure team response time targets are metxc2xb7 Collaborate with Account Managers and Business Development Consultants to build strong customer relationshipsxc2xb7 Collaborate and share knowledge with other administrators on the support floorxc2xb7 Provide Fanatical Experience to customers in all the abovePerson SpecificationKnowledgexc2xb7 Basic OS troubleshooting knowledge with OS specialism in either Windows or Linuxxc2xb7 Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commandsxc2xb7 Basic understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for Linuxxc2xb7 Basic understanding of SSL & DNSxc2xb7 Basic understanding of Active Directory for Windows specializationxc2xb7 Prefer basic understanding of patching - documents changes based on requests for changexc2xb7 Prefer basic ability to apply change control proceduresxc2xb7 Prefer familiarity with basic cross platform troubleshooting tasksxc2xb7 Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStackxc2xb7 Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activitiesxc2xb7 Understands how the assigned duties relate to others in the team and how the team integrates with othersSkillsxc2xb7 Self-motivated with a strong desire to learn and improve both technical and 'people' skillsxc2xb7 Intermediate verbal and written communication skills and the ability to communicates basic technical information with teammembersxc2xb7 Strives for performance improvements in oneself and peersxc2xb7 Leads by example and motivates team membersxc2xb7 Organizational skills with the ability to provide quality at pacexc2xb7 Ability to work at a team level as well as an individual levelxc2xb7 Ability to interact confidently with more senior and/or skilled areas of the businessxc2xb7 Able to communicate constructive feedback effectivelyxc2xb7 Ability to adapt to changing business and technology requirementsEducationRequiredxc2xb7 Regional equivalent to High School Diplomaxc2xb7 Technical education or job acquired knowledge related to the duties of the role.Preferredxc2xb7 Higher education classes related to technologyCertifications(Good to have)xc2xb7 Requires MTA, MCP, MCSA for Windows specializationxc2xb7 Requires LPIC-1 or RHCSA for Linux specializationExperienceRequiredxc2xb7 1-2 years of technical customer support experience OR education/certification to a level of proficiency to perform the role dutiesPreferredxc2xb7 Technical customer support experience in a client-centric ticket queue environmentxe2x82xb90 - xe2x82xb90 a year

Rackspace Technology