Job Description Summary:
A key element within the Rackspace support infrastructure and is expected to provide a high level of
technical support to our customers over the phone and via support tickets. The owner of complex customer issues which may take several days or weeks to resolve.
- 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.
- Expected to use initiative and advise on potential pitfalls that a customer may experience, using existing or planned methods, and suggest alternatives that may better serve the stability and security of the customer’s solution.
- Proposes and implements system enhancements (software and hardware updates) that will improve the performance and
reliability of the system.
- Manages the load configuration of a central data communication processor and makes recommendations for purchase or upgrade of data networks.
- Coordinates terminal orders, network system planning, upgrading, monitoring, testing, and servicing. Defines, designs, and
implements network communications and solutions using the Windows system.
- Responsible for solving customer's technical issues which can include OS level, webserver, database server,
applications server, DNS, SMTP, or other software issue.
Key Responsibilities:
-Provides consulting service to customer on building solutions to meet customer needs.
-Responsible for technical aspect of customer visits both in the office and at customer locations, includes presentations.
-Ensures customer satisfaction with follow ups.
-Handles level-appropriate customer support requests via the ticket system.
-Creates and maintains customer loyalty by serving customers above and beyond their expectations.
-Exercises judgment in decision-making in order to routinely deliver FANATICAL customer support.
Due to the 24x7x365 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc.
Knowledge:
Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
Excellent knowledge of Linux
Excellent knowledge of OpenStack (Desirable)
Continually expands knowledge in the areas of new developments and trends; may make recommendations to management on desirable additions and developments.
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.
