Serves as a key element within the Rackspace Technical Support team and provides a intermediate to advanced level of technical support to our customers over the phone and/or via support tickets.Ownership of basic customer issues which may take up several days to resolve fully.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.Solves customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues.KEY ACCOUNTABILITIES:
Handles level-appropriate customer support requests via phone, and the tickets.
Troubleshoots and resolves complex system service issues and OS level issues.
Escalates support requests according to escalation procedures.
Schedules and coordinates level-appropriate maintenance.
Creates and maintains customer loyalty by serving customers above and beyond their expectations.
Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc.
English proficiency a must
Strong knowledge of Linux servers and prior experience working on Technical Support / Linux servers administration are a must.
Intermediate knowledge / hands-on experience of computer hardware and software.
Intermediate knowledge / hands-on experience of DNS, including diagnostics with Unix tools.
Basic to intermediate knowledge of network fundamentals.
Intermediate knowledge of relevant web services, mail, MBU, Linux and monitoring applications.
Intermediate knowledge of MySQL.
Drive to continually expand knowledge in the areas of new technological developments and trends.
Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions.
Solid problem-solving abilities coupled with a desire to take on responsibility.
Strong written and verbal communications skills
Requires a high school diploma/GED AND 12 years general technical support experience AND/OR up to 18 months web hosting experience.
Bachelor’s degree in Computer Science, Engineering, or related field preferred.
LPI, RHCSA, RCHCE certifications a plus.
Days: Tuesday to Saturday or Sunday to Thursday
Hours: 6am to 3pm or 7am to 4pm or 8am to 5pm
About Rackspace TechnologyWe 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 TechnologyThough 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.