Helpdesk Technician

Rackers:  Valued members of a winning team Our employees, affectionately called “Rackers,” are our true strength and differentiator. As valued members of a winning team on an inspiring mission, Rackers make a real difference for our customers. It’s why we’re frequently recognized as an employer of choice by global industry-leading programs, including Great Place to Work, Forbes and Fortune.  They embody our Core Values, demonstrating that Fanatical Experience is:•Excellence. We are an accountable, disciplined, high-performing company with proven results.•Customer-driven. We are proactive, collaborative and committed to success for our customers.•Expertise. Rackers are passionate learners who are embedded in our customers’ businesses to provide unbiased solutions.•Agility. We adopt new technologies and evolve services to meet customers where they are in their journey.•Compassion. We’re one team doing the right thing for our customers, communities, and each other. Position Overview:  We are hiring a Helpdesk Technician I to be the first point of contact to provide technical and non-technical support to customers over chat, phone and via support tickets.   Key Duties and Responsibilities:·       Responsible for responding to the Rackspace global support ticket queues and completing first line resolution. ·       Follow processes, display good judgment in decisions, and create and maintain customer loyalty by going above and beyond the customer’s expectation. ·       Adhere to company security policies and procedures and any other relevant policies and standards as directed.·       Receive support requests (phone/ticket/chat) according to triage procedures        ·       Troubleshoot client issues via phone, remote tools, and email to understand and resolve service issues    ·       Work on level appropriate tickets (e.g. system resources, MyRack requests) and escalate tickets according to protocol        ·       Perform basic user administration           ·       Respond quickly to customer events and emergencies, which may lead to fluctuations in workflow ·       Ensure adherence to customer & SLA commitments·       Provide Fanatical Experience to customers in all the above·       Other Incidental tasks related to the job, as necessary.Required Knowledge, Skills, and Abilities (KSA’s):          ·       Broad current knowledge of Rackspace, its operations, and service offerings.·       Familiarity with ticketing systems            ·       Basic knowledge of Rackspace product portfolio and associated technologies along with a basic understanding of networking, Windows, and Linux systems, IIS, Apache, MYSQL, FTP, SSH, RDP, and PHP as well as an understanding of DNS function·       Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities·       Understands how the assigned duties relate to others in the team and how the team integrates with others·       Ability to multitask and stay organized·       Outgoing personality with a professional appearance and demeanor·       Strong customer service and critical thinking skills·       Ability to communicate technical information and ideas for others to understand verbally and written·       Moderate computer proficiency including MS office suiteExperience Needed ·       Highly prefer 1 year of customer support experience in an IT or technical environment  About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.