Support Technician I
Rackspace, India
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 13, 2021
Last Date
Apr 13, 2021
Location(s)
Job Description
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 amp; 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 SpecificationKnowledge· 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 amp; 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 othersSkills· 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
Person SpecificationKnowledge· 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 amp; 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 othersSkills· 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
Job Specification
Job Rewards and Benefits
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