Support Technician I - MX

November 17, 2023

Rackspace Technology

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Realize the full value of the cloud.

IT as a Service • Multi-Cloud • Managed Hosting • Managed AWS/Azure/Google Cloud Platform/OpenStack/Alibaba • Managed Private Cloud for VMware/Microsoft/OpenStack

5001 - 10000

Description

• 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 • 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 • General knowledge of Rackspace product portfolio and associated technologies along with a general understanding of Networking and Networking Security • 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 • Able to work a flexible work schedule • Provides basic troubleshooting of Networking and Networking security, identifies customer issues and either resolves the issue directly or escalates the issue • Responsible for ticket routing, alert monitoring, service scheduling as well as various other administrative tasks

Requirements

• Must reside in one of the following states: Mexico City, State of Mexico, Aguascalientes, Jalisco, Nuevo Leon, Queretaro, Puebla • Must be fluent in English • 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 • Ability to touch type 30 – 40 wpm • 12 months technical knowledge from education or job experience • CCNA or CCENT knowledge preferred (Certification is a big plus) • General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times.

Benefits

• Remote work • Flexible work schedule • Competitive salary • Opportunity for professional growth