Support Specialists are a key element within the Rackspace support infrastructure; they are the first point of contact and expected to provide technical and non-technical support to our customers over the phone and via support tickets.

They will perform queue management and routing of tickets to technicians and other departments.

Exercises judgment in decision they make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. This helps us deliver FANATICAL support. 

Key Accountabilities

• Takes ownership and works on ''quick-fix tickets''
• Escalates support requests according to escalation procedures
• Manage incoming customer calls
• Schedules and coordinates maitenance
• Provides basic troubleshooting of system
• Basic knowledge of user accounts and passwords, DNS configuration and AD
• Queue management - moving tickets to relevant departments, non response tickets, required feedback tickets
• MOM/SCOM alerts - basic, including disk space issues, hardware
• Patching- WSUS
• General server knowledge - CPU usage, memory, task manager, event viewer for diagnosis
• Due to the 24x7 operations of the business, must be able to work a flexible work schedule, this may include nights, weekends, holidays etc.
  

• A substantial understanding of the job and apply knowledge and skills to complete a wide range of tasks
  
• Knowledge of TCP/IP ports and services and DNS is a plus. Knowledge of OSI model.
• An excellent attitude and great phone ettiquette
• The ability to record and follow detailed instructions and have the ability to work in a mixed environment of GUI and command line operating systems.
  

If you think you have the above accountabilities and think you could be a potentional Racker we would love to hear from you!