Windows Support Engineer II

The Support Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation.  This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process.  Responsible for the engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies.  Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

 

 

Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required

Lead customer engagements (both technical and non-technical)

Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting and customer infrastructure

Mentor and assist Rackers across the OS Function

Provide exceptional customer support via the phone, and ticketing systems

Collaborate and share knowledge with other Engineers and Administrators on the support floor

Acting as an escalation point that encourages others in problem solving

Ensure adherence to customer & SLA commitments for self and team

Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing with the autonomy and ability to suggest and implement changes to customer solutions and can impact process change and continued improvement

Ability to apply fundamental knowledge to solve complex customer issues

Help ensure adoption of policy, standards, and procedures on the team, holding team members accountable to high work standards and work performed

Participate in most complex ticket escalations

Owns customer issues until resolution with limited transfer of ownership (high closure rate)