Support Technician I

System Administration Mexico City, Polanco


Description

JOB DESCRIPTION:

Acts as the first line of customer support.  Receives incoming customer queries, identifies relevant issues, and either directly resolves customer issues or refers the query through the appropriate channels, all while cultivating a strongly positive customer impression of Rackspace support.   Through queue management, ensures that tickets are addressed by an appropriate technician in a timely manner, organize tasks between departments (ticket routing) that affect customers in order to minimize false alerts and maximize accurate systems monitoring.

 

JOB REQUIREMENTS:

 Key Accountabilities

  • Provides a world-class services experience by handling level-appropriate customer requests (via phone/ticket).
  • Provides basic troubleshooting of Windows and Linux systems, identifies customer issues and either resolves the issue directly or escalates the issue.
  • Creates and maintains customer loyalty by efficiently managing customer issues in an effective, professional manner.
  • Responsible for ticket routing, alert monitoring, service scheduling as well as various other administrative tasks. 

Key Performance Indicators

  • Rate of resolution
  • Customer satisfaction
  • Cost per ticket
  • Utilization rate
  • Response rate

 

ROLE DIMENSIONS:

Financial (budget, delegated authority etc.)

Non –Financial (number of staff, number of sites)

Portfolio size: N/A

Direct reports: None

Credit sign-off: None

Team Profile: Technical Support

Recruitment: None

Internal exposure: Technical Support

Budgetary: None

External exposure: Customers

 

MAIN CONTACTS (external/internal):

Contact

Frequency

Purpose

Customers

Daily

Resolve technical issues

External Technical Support Team

Daily

Coordinate issue resolutions and escalate issues are necessary

 

PERSON SPECIFICATION:  

KNOWLEDGE/SKILLS/ABILITY: 

  • General knowledge of Rackspace product portfolio and associated technologies along with a general understanding of Linux or Windows.
  • Demonstrates basic problem solving skills, computer fundamentals, and the ability to identify customer needs and identify the solution or refer the issue through the appropriate channels.
  • Uses good written and verbal communication, customer service and time management skills.
  • Good ability to handle multiple tasks and prioritize work in order to maintain required productivity levels. Ability to touch type 30 – 40 wpm.
  • Due to the 24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc.
  • Demonstrated ability to consistently provide FANATICAL support.

 EXPERIENCE/EDUCATION: 

  • High school diploma or equivalent is required.
  • 0 – 12 months technical knowledge from education or job experience. 

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.