Support Technician I - IN

Overview

Support Technician I in Rackspace's Technical Support (Service Desk) group in India, providing end-user technical support to an international customer base, preferably US/UK clients.

What you'll do

• Perform ticket queue management and monitor inbound customer ticket requests, routing and troubleshooting them.
• Handle technical calls and chats, providing call logging and basic technical support to callers.
• Ensure all tickets are progressed to satisfactory resolution within the relevant SLA, and monitor and follow up on tickets.
• Own tickets throughout their lifecycle in line with the ITIL model and regularly update customers on their open tickets.
• Provide excellent customer service and call handling, including email updates.
• Administer and provide user account provisioning.
• Provide support for business software, including Microsoft Office.
• Perform capabilities gap analysis and drive continual service improvement across end-user support services.
• Support Microsoft products and configure devices within the Windows OS.
• Perform incident management and hardware/software related troubleshooting.
• Carry out device OS installation or re-imaging.
• Perform cross-platform basic troubleshooting tasks (ping, traceroute, etc.).

What you'll need

• Qualified graduates only.
• Prior experience handling technical calls and chats.
• Proven knowledge of computer systems and functions.
• Excellent communication skills.
• Good customer service knowledge.
• Proficient support of Microsoft products, including Microsoft Office.
• Ability to configure devices within the Windows OS.
• Strong understanding of Win 10 OS (deployment and support), Office 365 (user and group), and Active Directory (creating and managing user accounts, and creating and managing distribution/security groups).
• Incident management and hardware/software related troubleshooting skills.
• Familiarity with device OS installation or re-imaging.
• Familiarity with cross-platform basic troubleshooting tasks (ping, traceroute, etc.).

Nice to have

• ITIL knowledge, including Service Now and experience working within the framework.
• Some technical IT knowledge.
• Basic knowledge of Azure.

Details

• Work from home, remote, in India.
• Must be open to work in shifts, 24/7 (24x7 environment).
• Geographical remit: international customer base (preferably US/UK).