About the role
Rackspace Technology is hiring for the role of Support Technician I!
Responsibilities of the Candidate:
- Perform ticket queue management - Prior experience of handling technical calls and chats - Monitor inbound customer ticket requests and route/troubleshoot. - Should have proven knowledge of Computer systems and functions - Administer and provide User account provisioning. - Provide support for business software including Microsoft Office - Service Desk professional with good customer service knowledge to join our Rackspace FL team. - To ensure that all tickets are progressed to satisfactory resolution within the relevant SLA. - Providing call logging and basic technical support function to callers. You will also ensure that the various tickets are monitored and followed up on. - Perform capabilities gap analysis and drive continual service improvement across end user support services. - Own tickets throughout their lifecycle in line with the ITIL model. - Regularly update customers on their own open tickets - Provide excellent customer service and call handling including email updates. - ITIL knowledge including Service Now and experience of working within the framework and some technical IT knowledge is a plus.
Requirements
- Geographical remit – International customer base - Proficient support of Microsoft products. - Ability to configure devices within the windows OS - Must be open to work in 24x7 environment - Strong understanding of Win 10 OS (Deployment and Support), Office 365 (User and group), Active Directory (creating and managing user accounts, creating, and managing distribution/security group) - Basic knowledge of Azure - Incident management and Hardware/ Software related troubleshooting skills - Familiar with device OS installation or re-imaging. - Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc.)