Support Technician (L1)

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. Weâve evolved Fanatical Support to encompass the entire customer journey â providing Fanatical Experienceâ¢ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

The Support Technician (Level 1) is responsible for delivering a great customer experience. You are the first point of contact to provide technical and non-technical support to customers over chat, phone and via support tickets.

You will be responding to the

Rackspace Sovereign Service security operations support ticket queues and completing first line resolution. You are expected to follow process, display good judgment in decisions, and create and maintain customer loyalty by exceeding customer expectations. We will also expect you to adhere to company security policies and procedures, and any other relevant policies and standards as directed.

Shift Pattern: '4 days ON, 4 days OFF' which will include days (06:45-18:45), nights (18:45 - 06:45), weekends, and public holidays.

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 adheresto quality guidelines

Works under close supervision

Critical Competencies

Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, highperformance, and a proven track record of exceptional results.

Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactiveproblem-solving, and an unwavering commitment to customer success.

Expertise: Possesses deep understanding of customer needs and continually grows andenhances skills to provide customer-focused solutions.

Agility: Quickly adapts and responds to dynamic customer needs and expectations throughinnovative solutions.

Compassion: Cultivates a positive and supportive environment to effectively work togethertowards a common goal, fostering trust within Rackspace and with external stakeholders.

Key Responsibilities

Receive support requests (phone/ticket/chat) according to triage procedures

Troubleshoot client issues via phone, remote tools, and email to understand and resolve serviceissues

Work on level appropriate ticketsand escalate ticketsaccording 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

Other Incidental tasks related to the job, as necessary.

Provide Fanatical Experience to customers in all the above

Required Knowledge

Basic understanding of ticketing systems

Entry Level knowledge of Rackspace, its operations, and service offerings

Additional Information

Discover your inner Racker:Racker Life

#LI-LP2

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Support Technician (L1) - SOC

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