Rackspace

Job Family SummaryResponsible for delivering a great customer experience. The first point of contact to provide technical and non-technical support to customers over chat, phone and via support tickets. Responsible for responding to the Rackspace global support ticket queues and completing first line resolution. Expected to follow process, display good judgment in decisions, and create and maintain customer loyalty by going above and beyond the customer’s expectation. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.Career Level Summary· Requires basic skills in an analytical or scientific method or operational process· Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines· Works with close supervisionCritical Competencies· Time Management: Demonstrates punctuality and reliability in meeting individual deadlines; completes tasks in a timely manner· Attention to Detail: Learns what is expected regarding accuracy and thoroughness so that sufficiently detailed information is logged correctlyKey Responsibilities· 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 &amp; SLA commitments· Provide Fanatical Experience to customers in all the abovePerson Specification:Knowledge· 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 othersSkills· 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 suite· Communicates basic technical information with team membersEducationRequired - Regional equivalent to High School DiplomaPreferred - Technical education program or higher education classesCertifications· NoneExperienceRequired - No related technical experience requiredPreferred - 1-2 years of customer support experience in an IT or technical environment highly preferredPhysical Demands· General office environment: no special physical demands required· May require long periods sitting and viewing a computer monitor· Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations· Work aligned to set shift hours, may require non-traditional work shift· Ability to accommodate on-call rotationsTravel· No travel required#LI-DM1<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

United Kingdom

Cardiff County

Support Technician

Rackspace is looking for an entry level Helpdesk Support Technician to be first point of contact for our Customers when they call in. You will be expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. In this varied and exciting role you will be responsible for managing the Rackspace's International support ticket queues and first line resolution. We are looking for people who can display good judgment in the decisions you make, and create and maintain customer loyalty by going above and beyond the customer’s expectation. We will provide full training - so if you are a customer service hero and are looking for your first role in an IT position, go ahead and apply! <h3>Key Accountabilities:</h3><ul><ul><li>Escalate support requests (phone/ticket/chat) according to escalation procedures</li><li>Work on “quick-fix tickets” (e.g. system resources, MyRackspace requests)</li><li>Manage incoming customer calls and chats</li><li>Basic user administration</li><li>Queue management (triage &amp; routing)</li><li>Ensuring we adhere to customer &amp; SLA commitments</li><li>Providing Fanatical Support in all of the above</li><li>Familiarity with desktop OS &amp; Office tools</li></ul></ul><h3>Person Specification: </h3><ul><ul><li>Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills</li><li>Strong verbal and written communication skills</li><li>Strives for performance improvements in oneself and peers</li><li>Ability to work at a team level as well as an individual level</li><li>Ability to interact confidently with more senior / skilled areas of the business.</li><li>Willingness to work shifts. </li><li>LI-DM1</li></ul></ul>#LI-DM1<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

Helpdesk Technician

Serves 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.<h3>Key Responsibilities</h3><ul><ul><li>Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing</li><li>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 issues</li><li>Troubleshoot monitoring alerts and create tickets accordingly</li><li>Escalate support requests according to escalation procedures</li><li>Second rollover point for inbound customer calls</li><li>Perform incident management identification, assist in managing and escalation</li><li>Ensure adherence to customer &amp; SLA commitments</li><li>Monitor ticket response times and take appropriate actions to ensure team response time targets are met</li><li>Collaborate with Account Managers and Business Development Consultants to build strong customer relationships</li><li>Collaborate and share knowledge with other administrators on the support floor</li><li>Provide Fanatical Experience to customers in all the above</li></ul></ul><h3>Person Specification</h3><ul><ul><li>Basic OS troubleshooting knowledge with OS specialism in either Windows or Linux </li><li>Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands</li><li>Basic understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for Linux</li><li>Basic understanding of SSL &amp; DNS</li><li>Basic understanding of Active Directory for Windows specialization</li><li>Prefer basic understanding of patching - documents changes based on requests for change</li><li>Prefer basic ability to apply change control procedures</li><li>Prefer familiarity with basic cross platform troubleshooting tasks</li><li>Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack</li><li>Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities</li><li>Understands how the assigned duties relate to others in the team and how the team integrates with others</li></ul></ul><h3>Skills</h3><ul><ul><li>Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills</li><li>Intermediate verbal and written communication skills and the ability to communicates basic technical information with team members</li><li>Strives for performance improvements in oneself and peers</li><li>Leads by example and motivates team members</li><li>Organizational skills with the ability to provide quality at pace</li><li>Ability to work at a team level as well as an individual level</li><li>Ability to interact confidently with more senior and/or skilled areas of the business</li><li>Able to communicate constructive feedback effectively</li><li>Ability to adapt to changing business and technology requirements</li></ul></ul><h3>Requirements</h3><ul><ul><li>1-2 years of technical customer support experience OR education/certification to a level of proficiency to perform the role duties</li><li>Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations</li><li>Work aligned to set shift hours, may require non-traditional work shift</li><li>Ability to accommodate on-call rotations</li><li>#LI-JB2</li></ul></ul>#LI-JB2<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

Systems Operations Administrator

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Job Position and Company	Location	Tags	Posted
Support Technician at Rackspace	Remote Full Time Windows
Helpdesk Technician at Rackspace	Full Time Entry Level
Systems Operations Administrator at Rackspace	Full Time Administrator Windows

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