Support Technician I, Government Services

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.

• 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.

• 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.

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.