Desktop Support Engineer

Rackspace is a leading global professional services company and is a recognised leader in cloud transformation and managed services. As a professional services team we provide expertise for leading applications, data architectures and technologies, and security best practices – across every major cloud platform. Using multi-skilled approaches towards services, we help organisations modernise their infrastructure estates, ensure solutions are ‘secure by design’ and deploy everything on the right cloud infrastructure for maximum effectiveness.You will be expected to provide a high level of technical support to the internal business as well as other Rackspace locations, by working from support tickets and requests from the Service Desk. You will be responsible for meeting with internal employees and you would be expected to apply creative problem-solving techniques to identify the source of problems; keeping the customer informed; and identify subsequent escalation paths by making use of information passed on by Service Desk and the end users. You will be responsible for supporting the Rackers remotely and ensuring that the same processes and standards are followed. This position requires the individual to be able to work with minimal supervision and display a wide latitude for independent judgment.

Key Responsibilities

• Resolve remote & face to face queries.
• Assist with Rackspace integration activities
• Update knowledge base and Rackspace One Wiki for known problems
• Produce documentation and reports to direct Management’s satisfaction
• Expand own technical and non-technical knowledge, of equipment and the business environment in which we are deployed
• Support TES Service Desk Slack support channels.
• Highly motivated and willing to adapt and change according to the needs presented
• Be available for On call duties where required
• Support office 365 – Email support and licensing support
• Be process driven to insure continual improvement of Desktop processes to fit in with changing business needs
• Carry out other responsibilities as determined by the Service Desk manager
• Responsible for adhering to company security policies and procedure as directed
• Be able to image & deploy workstations and laptops.
• Have working experience with anti-virus and encryption tools
• Have the ability to support networked multi-function printers
• Have working experience with video conferencing equipment
• Be able to troubleshoot and liaise with suppliers to resolve equipment issues
• Be comfortable to provide face to face support to users of all levels
• Follow established stock management process and policies.
• Managing the ticket SLA’s within Service Now (SNOW)
• Be able to travel to remote locations for support and maintenance. Sometimes at short notice.
• Setting up workstations for new starters

Person Specification

• Intermediate experience with Microsoft Windows 10
• Intermediate experience with Apple Macintosh OS X
• Intermediate experience with iOS and Android Experience
• Basic Linux OS experience
• Strong communication and interpersonal skills.
• Previous experience working with Citrix is an advantage.
• Ability to communicate professionally and work well under pressure.
• Highly motivated and willing to adapt and change according to the needs presented.
• Ability to work with minimal supervision and apply independent judgment.
• Ability to implement and drive change.
• Use own initiative and take proactive approach to problem solving.
• Working knowledge of a support/customer service environment.
• Ability to work well within a team and be an active team player.
• Good problem solving ability and time management practices.
• ITIL Certified and proven implementation of ITIL practices.
• Networking Understanding.
• Use own initiative and take proactive approach to problem solving.
• Be well organised, a problem-solver, and have a "do-it-now" attitude.
• Excellent written and verbal communication skills.
• Be a perpetual learner.
• Be flexible to assist with facilities tasks to support Office Management tasks.
• Be able and flexible to travel between different locations including Australia.
• Able to work over weekends if the need arises, only for urgent issues and not BAU tasks.
• Provide Service Desk On call support
• Fluent in English

#LI-JHAbout 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.