Support Technician I

JOB REQUIREMENTS:<br><br><u>Key Accountability</u><br>• Escalate support requests (phone/ticket/chat) according to escalation procedures&nbsp;<br>• Work on “quick-fix tickets” (e.g. system resources, MyRackspace requests)<br>• Manage incoming customer calls and chats<br>• Basic user administration&nbsp;<br>• Queue management (triage &amp; routing)<br>• Ensuring we adhere to customer &amp; SLA commitments<br>• Providing Fanatical Support in all of the above<br><br><u>Key Performance Indicators</u><br><br>KPIs Include (not limited to):<br>• Ticket / Phone /Chat Contribution: 80% of average for your job level: Working as a team to serve our customers means that we are all contributing towards this goal.<br>• Demonstrate Fanatical Support: Providing examples of feedback received by customers showing their appreciation of the Fanatical Support you have directly provided and influenced<br><br>ROLE DIMENSIONS<br>Geographical remit – Global customer base<br><br>PERSON SPECIFICATION:&nbsp;<br><br><u>Technical: Compulsory</u><br>• Familiarity with desktop OS &amp; Office tools<br>• Awareness of basic hosting concepts (cloud or dedicated)<br>• Awareness of Enterprise Operating Systems like MS 2008/20012, RHEL 6/7, typical NS hardware (e.g. Firewall / Router) &amp; Cloud Technologies (e.g. Typical services &amp; function)<br><br><u>Desirable but not mandatory</u><br>• Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc)<br>• Basic understanding of DNS and SSL<br>• Awareness of virtualization and / or cloud technologies. E.g. VMWARE, Hyper-V, KVM and/or OpenStack 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.