Job Opportunity : Support Technician (Help Desk)
Job Summary
Job Description
This Support Technician (Help Desk) role at Rackspace involves managing ticket queues, monitoring inbound customer requests, troubleshooting issues, and providing user account provisioning. The position requires proven knowledge of computer systems, Microsoft Office support, and strong customer service skills. Responsibilities include ensuring ticket resolution within SLAs, call logging, basic technical support, performing capability gap analysis, and driving service improvement. The ideal candidate will have ITIL knowledge, experience with ServiceNow, and familiarity with Windows 10, Office 365, Active Directory, Azure, and basic network troubleshooting (ping, traceroute). The role necessitates working in a 24x7 environment and supporting an international customer base.
Must have:
- Ticket queue management
- Troubleshooting
- User account provisioning
- Microsoft Office support
- Strong customer service
- ITIL knowledge
- Windows 10, Office 365, Active Directory expertise
Good to have:
- Azure knowledge
- ServiceNow experience
- Network troubleshooting (ping, traceroute)
3 skills required
Job Details
JOB DESCRIPTION:
• Perform ticket queue management
• 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 FLR team.
•To ensure that all tickets are progressed to satisfactory resolution within the relevant SLA.
•Providing a 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.
ROLE DIMENSIONS Geographical remit – International customer base
• Proficient support of Microsoft products.
• Ability to configure printers and other 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.)
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