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

·       Requires basic skills in an analytical or scientific method or operational process

·       Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines

·       Works with close supervision

Critical Competencies

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

·       Value Analysis:Provides customers with basic, standard information regarding products/offerings

Key Responsibilities

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

·       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

·       Troubleshoot monitoring alerts and create tickets accordingly

·       Escalate support requests according to escalation procedures

·       Second rollover point for inbound customer calls

·       Perform incident management identification, assist in managing and escalation

·       Ensure adherence to customer & SLA commitments

·       Monitor ticket response times and take appropriate actions to ensure team response time targets are met

·       Collaborate with Account Managers and Business Development Consultants to build strong customer relationships

·       Collaborate and share knowledge with other administrators on the support floor

·       Provide Fanatical Experience to customers in all the above

Person Specification

Knowledge

·       Basic OS troubleshooting knowledge with OS specialism in either Windows or Linux

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

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

·       Basic understanding of SSL & DNS

·       Basic understanding of Active Directory for Windows specialization

·       Prefer basic understanding of patching - documents changes based on requests for change

·       Prefer basic ability to apply change control procedures

·       Prefer familiarity with basic cross platform troubleshooting tasks

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

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

·       Understands how the assigned duties relate to others in the team and how the team integrates with others

Skills

·       Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills

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

·       Strives for performance improvements in oneself and peers

·       Leads by example and motivates team members

·       Organizational skills with the ability to provide quality at pace

·       Ability to work at a team level as well as an individual level

·       Ability to interact confidently with more senior and/or skilled areas of the business

·       Able to communicate constructive feedback effectively

·       Ability to adapt to changing business and technology requirements

Education

Required

·       Regional equivalent to High School Diploma

·       Technical education or job acquired knowledge related to the duties of the role.

Preferred

·       Higher education classes related to technology

Certifications

·       Requires MTA, MCP, MCSA, or MCSE for Windows specialization

·       Requires LPIC-1 or RHCSA for Linux specialization

Experience

Required

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

Preferred

·       Technical customer support experience in a client-centric ticket queue environment

Physical Demands

·       General office environment: no special physical demands required

·       May require long periods sitting and viewing a computer monitor

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

·       Work aligned to set shift hours, may require non-traditional work shift

·       Ability to accommodate on-call rotations

Travel

·       No travel required