Job Description

FLSA Status: Non-Exempt

H1-B Status: Not Eligible for Sponsorship

Job Family 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

\xc2\xb7 Requires basic skills in an analytical or scientific method or operational process

\xc2\xb7 Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines

\xc2\xb7 Works with close supervision

Critical Competencies

\xc2\xb7 Service Delivery Effectiveness: Learns about SLAs within scope of own work and how to assess service delivery outcomes against desired standards

\xc2\xb7 Value Analysis:Provides customers with basic, standard information regarding products/offerings

Key Responsibilities

\xc2\xb7 Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing

\xc2\xb7 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

\xc2\xb7 Troubleshoot monitoring alerts and create tickets accordingly

\xc2\xb7 Escalate support requests according to escalation procedures

\xc2\xb7 Second rollover point for inbound customer calls

\xc2\xb7 Perform incident management identification, assist in managing and escalation

\xc2\xb7 Ensure adherence to customer & SLA commitments

\xc2\xb7 Monitor ticket response times and take appropriate actions to ensure team response time targets are met

\xc2\xb7 Collaborate with Account Managers and Business Development Consultants to build strong customer relationships

\xc2\xb7 Collaborate and share knowledge with other administrators on the support floor

\xc2\xb7 Provide Fanatical Experience to customers in all the above

Person Specification

Knowledge

\xc2\xb7 Basic OS troubleshooting knowledge with OS specialism in either Windows or Linux

\xc2\xb7 Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands

\xc2\xb7 Basic understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for Linux

\xc2\xb7 Basic understanding of SSL & DNS

\xc2\xb7 Basic understanding of Active Directory for Windows specialization

\xc2\xb7 Prefer basic understanding of patching - documents changes based on requests for change

\xc2\xb7 Prefer basic ability to apply change control procedures

\xc2\xb7 Prefer familiarity with basic cross platform troubleshooting tasks

\xc2\xb7 Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack

\xc2\xb7 Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities

\xc2\xb7 Understands how the assigned duties relate to others in the team and how the team integrates with others

Skills

\xc2\xb7 Self-motivated with a strong desire to learn and improve both technical and \'people\' skills

\xc2\xb7 Intermediate verbal and written communication skills and the ability to communicates basic technical information with team members

\xc2\xb7 Strives for performance improvements in oneself and peers

\xc2\xb7 Leads by example and motivates team members

\xc2\xb7 Organizational skills with the ability to provide quality at pace

\xc2\xb7 Ability to work at a team level as well as an individual level

\xc2\xb7 Ability to interact confidently with more senior and/or skilled areas of the business

\xc2\xb7 Able to communicate constructive feedback effectively

\xc2\xb7 Ability to adapt to changing business and technology requirements

Education

Required

\xc2\xb7 Regional equivalent to High School Diploma

\xc2\xb7 Technical education or job acquired knowledge related to the duties of the role.

Preferred

\xc2\xb7 Higher education classes related to technology

Certifications

\xc2\xb7 Requires MTA, MCP, MCSA, or MCSE for Windows specialization

\xc2\xb7 Requires LPIC-1 or RHCSA for Linux specialization

Experience

Required

\xc2\xb7 1-2 years of technical customer support experience OR education/certification to a level of proficiency to perform the role duties

Preferred

\xc2\xb7 Technical customer support experience in a client-centric ticket queue environment

Physical Demands

\xc2\xb7 General office environment: no special physical demands required

\xc2\xb7 May require long periods sitting and viewing a computer monitor

\xc2\xb7 Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations

\xc2\xb7 Work aligned to set shift hours, may require non-traditional work shift

\xc2\xb7 Ability to accommodate on-call rotations

Travel

\xc2\xb7 No travel required

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job. \

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About Rackspace Technology

We 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 Technology

Though 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.

Rackspace Technology