Job details

Support Technician I, Government Services

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Acts as the first line of customer support. Receives incoming customer queries, identifies relevant issues, and either directly resolves customer issues or refers the query through the appropriate channels, all while cultivating a strongly positive customer impression of Rackspace support. Through queue management, ensures that tickets are addressed by an appropriate technician in a timely manner, organize tasks between departments (ticket routing) that affect customers in order to minimize false alerts and maximize accurate systems monitoring.

Key Responsibilities

Provides a world-class services experience by handling level- appropriate customer requests (via phone/ticket).
Provides basic troubleshooting of Windows and Linux systems, identifies customer issues and either resolves the issue directly or escalates the issue.
Creates and maintains customer loyalty by efficiently managing customer issues in an effective, professional manner.
Responsible for ticket routing, alert monitoring, service scheduling as well as various other administrative tasks.

Qualifications

General knowledge of Rackspace product portfolio and associated technologies along with a general understanding of Linux or Windows.
Demonstrates basic problem solving skills, computer fundamentals, and the ability to identify customer needs and identify the solution or refer the issue through the appropriate channels.
Uses good written and verbal communication, customer service and time management skills.
Good ability to handle multiple tasks and prioritize work in order to maintain required productivity levels.
Ability to touch type 30-40 wpm. Due to the 24x7 operations of the business,
Must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc.
Demonstrated ability to consistently provide FANATICAL support
High school diploma or equivalent is required

Must be able to pass a Public Trust background check at hire.
Must be a U.S. Citizen.
May require further DOD security clearance.

Discover your inner Racker: Racker Life

The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.

•The anticipated starting pay range for Colorado is: $33,500 - $49,170.

•The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $35,600 - $52,250.

•The anticipated starting pay range for California, New York City and Washington is: $39,200 - $57,420.

Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location.

Average salary estimate

$45460 / YEARLY (est.)

min

max

$33500K

$57420K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Support Technician I, Government Services, Rackspace

Are you ready to dive into an exciting career with Rackspace as a Support Technician I in Government Services? As the first line of customer support, you'll play a vital role in helping our clients while showcasing the fantastic Rackspace spirit! In this remote position, you’ll handle incoming customer inquiries, identify their issues, and either resolve them yourself or route them to the right team. This is your chance to create a positive impression! Your responsibilities include providing top-notch service through phone and ticket systems, troubleshooting Windows and Linux systems, and ensuring tickets are managed effectively. Not only will you be maintaining customer loyalty, but you will also be responsible for alert monitoring, service scheduling, and various administrative tasks. We’re looking for someone with a knack for problem-solving and basic knowledge of our product offerings. Good communication and time management skills are essential since you’ll be handling multiple tasks daily. Moreover, flexibility is key—you may need to work nights, weekends, or holidays from time to time. If you’re a U.S. citizen with a high school diploma, we’d love to see your application! With a starting pay range that varies by location, not to mention the awesome work culture at Rackspace, this is a fantastic opportunity to grow and thrive in the tech world!

Frequently Asked Questions (FAQs) for Support Technician I, Government Services Role at Rackspace

What are the responsibilities of a Support Technician I at Rackspace?

As a Support Technician I at Rackspace, you will be the first line of customer support, dealing with incoming queries and addressing customer issues directly or escalating them as appropriate. Your day will involve handling phone calls and tickets, troubleshooting both Windows and Linux systems, and ensuring timely resolution of customer inquiries. You'll also manage ticket routing and administrative tasks that are crucial in maintaining effective communication within departments while maximizing customer satisfaction.