Support Technician I

  • Contract
  • Anywhere
  • Posted 6 days ago


FLSA Standing: Non-Exempt
H1-B Standing: Not Eligible for Sponsorship
Job Household Abstract
Serves as a key component inside the Rackspace help infrastructure and offers technical help to our clients over the telephone, chat and/or through help tickets.  Owns buyer points via decision with an emphasis on assembly strict SLA necessities. Applies inventive problem-solving methods to determine the supply of issues, whereas on the similar time retaining the shopper conscious of each step alongside the best way through the ticketing system. Maintains, troubleshoots, and helps a diverse set of buyer options using applied sciences throughout the Rackspace product portfolio. The Administrator creates and fosters buyer loyalty by exemplifying the Fanatical Expertise and embodying Rackspace’s Core Values. Chargeable for adhering to firm safety insurance policies and procedures and every other related insurance policies and requirements as directed.
Profession Stage Abstract
·       Requires fundamental abilities in an analytical or scientific methodology or operational course of
·       Leverages clearly outlined normal working procedures and/or scientific strategies and adheres to high quality pointers
·       Works with shut supervision
Crucial Competencies
·       Service Supply Effectiveness: Learns about SLAs inside scope of personal work and learn how to assess service supply outcomes in opposition to desired requirements
·       Worth Evaluation:Supplies clients with fundamental, normal info concerning merchandise/choices
Key Tasks
·       Resolve or escalate level-appropriate technical points for purchasers in accordance with group playbook pointers through telephone and ticketing
·       Safe, administer, and enhance buyer technical points which may embody OS degree, webserver, database server, functions server, DNS, SMTP, person administration and permissions, or different software program points
·       Troubleshoot monitoring alerts and create tickets accordingly
·       Escalate help requests in line with escalation procedures
·       Second rollover level for inbound buyer calls
·       Carry out incident administration identification, help in managing and escalation
·       Guarantee adherence to buyer & SLA commitments
·       Monitor ticket response instances and take acceptable actions to make sure group response time targets are met
·       Collaborate with Account Managers and Enterprise Growth Consultants to construct sturdy buyer relationships
·       Collaborate and share data with different directors on the help ground
·       Present Fanatical Expertise to clients in all of the above
Individual Specification
·       Primary OS troubleshooting data with OS specialism in both Home windows or Linux
·       Means to offer elevated degree of investigation into CPU utilization, reminiscence, disk utilization utilizing acceptable OS particular instruments or instructions
·       Primary understanding of OS particular webhosts and database applied sciences, similar to MSSQL/IIS for Home windows or MYSQL/ PACHE for Linux
·       Primary understanding of SSL & DNS
·       Primary understanding of Lively Listing for Home windows specialization
·       Desire fundamental understanding of patching – paperwork modifications based mostly on requests for change
·       Desire fundamental capacity to use change management procedures
·       Desire familiarity with fundamental cross platform troubleshooting duties
·       Desire consciousness of virtualization and/or cloud applied sciences e.g. VMWARE, Hyper-V, KVM and/or OpenStack
·       Requires fundamental technical abilities in analytical/scientific strategies or operational processes to carry out routine and simple actions
·       Understands how the assigned duties relate to others within the group and the way the group integrates with others
·       Self-motivated with a powerful need to study and enhance each technical and ‘individuals’ abilities
·       Intermediate verbal and written communication abilities and the flexibility to communicates fundamental technical info with group members
·       Strives for efficiency enhancements in oneself and friends
·       Leads by instance and motivates group members
·       Organizational abilities with the flexibility to offer high quality at tempo
·       Means to work at a group degree in addition to a person degree
·       Means to work together confidently with extra senior and/or expert areas of the enterprise
·       Capable of talk constructive suggestions successfully
·       Means to adapt to altering enterprise and expertise necessities
·       Regional equal to Excessive College Diploma
·       Technical schooling or job acquired data associated to the duties of the function.
Most well-liked
·       Increased schooling courses associated to expertise
·       Requires MTA, MCP, MCSA, or MCSE for Home windows specialization
·       Requires LPIC-1 or RHCSA for Linux specialization
·       1-2 years of technical buyer help expertise OR schooling/certification to a degree of proficiency to carry out the function duties
Most well-liked
·       Technical buyer help expertise in a client-centric ticket queue atmosphere
Bodily Calls for
·       Basic workplace atmosphere: no particular bodily calls for required
·       Might require lengthy intervals sitting and viewing a pc monitor
·       Schedule flexibility to incorporate working weekends and/or evenings and holidays as required by the enterprise for twenty-four/7 operations
·       Work aligned to set shift hours, might require non-traditional work shift
·       Means to accommodate on-call rotations
·       No journey required
The above info has been designed to point the final nature and degree of labor carried out by staff on this classification.  It’s not designed to comprise or to be interpreted as a complete stock of all duties, tasks, and {qualifications} required of the worker assigned to this job.

About Rackspace Know-how
We’re the multicloud options specialists. We mix our experience with the world’s main applied sciences — throughout functions, knowledge and safety — to ship end-to-end options. Now we have a confirmed file of advising clients based mostly on their enterprise challenges, designing options that scale, constructing and managing these options, and optimizing returns into the long run. Named a finest place to work, 12 months after 12 months in line with Fortune, Forbes and Glassdoor, we entice and develop world-class expertise. Be a part of us on our mission to embrace expertise, empower clients and ship the long run.
Extra on Rackspace Know-how
Although we’re all completely different, Rackers thrive via our connection to a central objective: to be a valued member of a profitable group on an inspiring mission. We convey our complete selves to work each day. And we embrace the notion that distinctive views gas innovation and allow us to finest serve our clients and communities across the globe. We welcome you to use right this moment and wish you to know that we’re dedicated to providing equal employment alternative with out regard to age, coloration, incapacity, gender reassignment or identification or expression, genetic info, marital or civil companion standing, being pregnant or maternity standing, navy or veteran standing, nationality, ethnic or nationwide origin, race, faith or perception, sexual orientation, or any legally protected attribute. You probably have a incapacity or particular want that requires lodging, please tell us.

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