Job Opportunity : Support Technician : WFH #LI

Key AccountabilitiesResolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketingSecure, 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 issuesTroubleshoot monitoring alerts and create tickets accordinglyEscalate support requests according to escalation proceduresSecond rollover point for inbound customer callsPerform incident management identification, assist in managing and escalationEnsure adherence to customer & SLA commitmentsMonitor ticket response times and take appropriate actions to ensure team response time targets are metCollaborate with Account Managers and Business Development Consultants to build strong customer relationshipsCollaborate and share knowledge with other administrators on the support floorProvide Fanatical Experience to customers in all the above Person SpecificationKnowledgeBasic OS troubleshooting knowledge with OS specialism in either Windows or Linux Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commandsBasic understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for LinuxBasic understanding of SSL & DNSBasic understanding of Active Directory for Windows specializationPrefer basic understanding of patching - documents changes based on requests for changePrefer basic ability to apply change control proceduresPrefer familiarity with basic cross platform troubleshooting tasksPrefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStackRequires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activitiesUnderstands how the assigned duties relate to others in the team and how the team integrates with othersSkillsSelf-motivated with a strong desire to learn and improve both technical and ‘people’ skillsIntermediate verbal and written communication skills and the ability to communicates basic technical information with team membersStrives for performance improvements in oneself and peersLeads by example and motivates team membersOrganizational skills with the ability to provide quality at paceAbility to work at a team level as well as an individual levelAbility to interact confidently with more senior and/or skilled areas of the businessAble to communicate constructive feedback effectivelyAbility to adapt to changing business and technology requirementsAbout 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.