Support Technician (Help Desk)
Job Summary
Job Description
The Support Technician (Help Desk) role at Rackspace involves managing ticket queues, monitoring customer requests, troubleshooting issues, and providing user account provisioning. The position requires proven knowledge of computer systems, administration of business software (especially Microsoft Office), and excellent customer service skills. Responsibilities include resolving tickets within SLAs, providing call logging and technical support, performing capabilities gap analysis, and maintaining ITIL framework compliance. The ideal candidate possesses proficiency in Microsoft products, Windows OS configuration, and strong troubleshooting skills (including experience with Active Directory, Office 365, and basic Azure knowledge). This role demands a 24/7 on-call availability and strong communication abilities, serving a global (primarily US/UK) clientele.
Must have:
- Proven knowledge of computer systems
- Microsoft Office & Windows OS support
- Excellent communication skills
- Ticket queue management & troubleshooting
- User account provisioning
- 24/7 shift availability
Good to have:
- ITIL knowledge
- ServiceNow experience
- Azure knowledge
- Hardware/Software troubleshooting
4 skills required
Job Details
Job Title: Support Technician (Help Desk)
Experience: Supporting- Global Clients (Preferably US/UK) Providing support (Microsoft Office, Windows OS)
Education: (Qualified Graduates only)
Communication: Excellent communication skills
* Must be open to work in shifts 24/7 *
Rackspace is at a very exciting point in its history, making large acquisitions and bringing even more talent on board. If you would like to be part of this journey, working with the industry’s best, why not join the Technical Support group here in India!
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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