Support Technician II (Help Desk)
Job Summary
Job Description
The Support Technician II (Help Desk) role at Rackspace involves providing 24/7 global technical support to clients, primarily in the US and UK. Responsibilities include managing ticket queues, troubleshooting issues related to Microsoft Office, Windows OS, and other business software, user account provisioning, and ensuring timely resolution within SLAs. The ideal candidate possesses proven knowledge of computer systems, strong customer service skills, and familiarity with ITIL framework and tools like ServiceNow. Experience with Active Directory, Azure, and basic networking troubleshooting is a plus. The role requires excellent communication skills and the ability to handle multiple tasks efficiently while adhering to the ITIL model for ticket management and customer updates.
Must have:
- Ticket queue management
- Microsoft Office & Windows OS support
- User account provisioning
- 24/7 shift availability
- Excellent customer service
- ITIL framework knowledge
Good to have:
- Azure knowledge
- ServiceNow experience
- Hardware/software troubleshooting
- Device OS installation/re-imaging
5 skills required
Job Details
Job Title: Support Technician II (Help Desk)
Experience: Supporting- Global Clients (Preferably US/UK) Providing support (Microsoft Office, Windows OS)
Education: Graduate
* 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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