Job Description

Job Summary
Serves as a key element within the Rackspace support infrastructure and provides technical support to our customers over the phone, chat and/or via support tickets. Owns customer issues through resolution with an emphasis on meeting strict SLA requirements. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way via the ticketing system. Maintains, troubleshoots, and supports a varied set of customer solutions utilizing technologies across the Rackspace product portfolio. The Administrator creates and fosters customer loyalty by exemplifying the Fanatical Experience and embodying Rackspace's Core Values. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Career Level Summary
xc2xb7 Requires basic skills in an analytical or scientific method or operational process
xc2xb7 Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
xc2xb7 Works with close supervision
Critical Competencies
xc2xb7 Service Delivery Effectiveness: Learns about SLAs within scope of own work and how to assess service delivery outcomes against desired standards
xc2xb7 Value Analysis: Provides customers with basic, standard information regarding products/offerings
Key Responsibilities
xc2xb7 Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
xc2xb7 Secure, 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 issues
xc2xb7 Troubleshoot monitoring alerts and create tickets accordingly
xc2xb7 Escalate support requests according to escalation procedures
xc2xb7 Second rollover point for inbound customer calls
xc2xb7 Perform incident management identification, assist in managing and escalation
xc2xb7 Ensure adherence to customer & SLA commitments
xc2xb7 Monitor ticket response times and take appropriate actions to ensure team response time targets are met
xc2xb7 Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
xc2xb7 Collaborate and share knowledge with other administrators on the support floor
xc2xb7 Provide Fanatical Experience to customers in all the above
Person Specification
Knowledge
xc2xb7 Basic OS troubleshooting knowledge with OS specialism in either Windows or Linux
xc2xb7 Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands
xc2xb7 Basic understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for Linux
xc2xb7 Basic understanding of SSL & DNS
xc2xb7 Basic understanding of Active Directory for Windows specialization
xc2xb7 Prefer basic understanding of patching - documents changes based on requests for change
xc2xb7 Prefer basic ability to apply change control procedures
xc2xb7 Prefer familiarity with basic cross platform troubleshooting tasks
xc2xb7 Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack
xc2xb7 Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities
xc2xb7 Understands how the assigned duties relate to others in the team and how the team integrates with others
Skills
xc2xb7 Self-motivated with a strong desire to learn and improve both technical and 'people' skills
xc2xb7 Intermediate verbal and written communication skills and the ability to communicates basic technical information with team
members
xc2xb7 Strives for performance improvements in oneself and peers
xc2xb7 Leads by example and motivates team members
xc2xb7 Organizational skills with the ability to provide quality at pace
xc2xb7 Ability to work at a team level as well as an individual level
xc2xb7 Ability to interact confidently with more senior and/or skilled areas of the business
xc2xb7 Able to communicate constructive feedback effectively
xc2xb7 Ability to adapt to changing business and technology requirements
Education
Required
xc2xb7 Regional equivalent to High School Diploma
xc2xb7 Technical education or job acquired knowledge related to the duties of the role.
Preferred
xc2xb7 Higher education classes related to technology
Certifications(Good to have)
xc2xb7 Requires MTA, MCP, MCSA for Windows specialization
xc2xb7 Requires LPIC-1 or RHCSA for Linux specialization
Experience
Required
xc2xb7 1-2 years of technical customer support experience OR education/certification to a level of proficiency to perform the role duties
Preferred
xc2xb7 Technical customer support experience in a client-centric ticket queue environment


xe2x82xb90 - xe2x82xb90 a year