Rackspace Hiring for Job Opportunity : Support Technician : WFH #LI at Gurgaon, Haryana Full Time

Key Accountabilities

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

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.