Job details
Job type full-time
Full job description
Job description: you will be expected to provide a high level of technical support to the internal business as well as other rackspace locations, by working from support tickets and requests from the service deskYou will be responsible for meeting with internal employees and you would be expected to apply creative problem-solving techniques to identify the source of problems; keeping the customer informed; and identify subsequent escalation paths by making use of information passed on by service desk and the end usersYou will be responsible for supporting the rackers remotely and ensuring that the same processes and standards are followedThis position requires the individual to be able to work with minimal supervision and display a wide latitude for independent judgment.
Job requirements
Resolve remote & face to face hardware related queries.
Frequently update the service now knowledge base and rackspace one wiki for known problems and resolutions.
Wide range of experience supporting laptops, desktops and mobile devices in a enterprise environment, or similar.
Produce documentation and reports to direct management’s satisfaction
Expand own technical and non-technical knowledge, of equipment and the business environment in which we are deployedBecome a hardware expert.
Highly motivated and willing to adapt and change according to the needs presented
Be available for on call duties where required.
Be process driven to insure continual improvement of desktop processes to fit in with changing business needs.
Responsible for adhering to company security policies and procedure as directed
Image, deploy and support all managed workstations and laptops.
Manage and maintain the company’s mobile fleet.
Have working experience with security tooling such as bitlocker, crowdstrike, autopilot, intune
Must understand basic network troubleshooting concepts – ip, dhcp, dns
Support all networked multi-function printers
Partake in bi-yearly hardware reviews to assess and audit upcoming hardware for future use.
Meticulous attention to detail and excellent ownership qualities.
Have working experience with a variety of video conferencing equipment.
Be able to troubleshoot and liaise with suppliers to resolve equipment/ supply chain issues
Be comfortable to provide face to face support to users of all levels
Prior experience supporting d+ level individuals with focus on owning problem to resolution.
Follow established stock management process and policies.
Be able to travel to remote locations for support and maintenanceSometimes at short notice.
Responsible for adhering to company security policies and procedure as directed
Knowledge
A sound knowledge of current & emerging it technologies.
Strong communication and interpersonal skills.
Can do approach.
Ability to go above and beyond in situations.
Highly motivated and willing to adapt and change according to the needs presented.
Strong ability to use own initiative and take proactive approach to problem solving.
Ensure that all assigned tickets are updated regularly for the users & your teams benefit.
Ensure that all work has been logged accurately to serve as updates to end users and a log for its team members.
Ability to prioritize by working closely with service desk to ensure all matters are attended to in a timely manner.
Strong communication and interpersonal skills.
Previous experience working with citrix is an advantage.
Ability to communicate professionally and work well under pressure.
Highly motivated and willing to adapt and change according to the needs presented.
Ability to work with minimal supervision and apply independent judgment.
Ability to implement and drive change.
Use own initiative and take proactive approach to problem solving.
Working knowledge of a support/customer service environment.
Ability to work well within a team and be an active team player.
Good problem solving ability and time management practices.
Itil certified and proven implementation of itil practices.
Use own initiative and take proactive approach to problem solving.
Understanding of networking concepts – dns, ip, lan, wanDhcp
Think `big picture` with regards to our customer`s business goalsAlways go above and beyond for the customer.
Be well organized, a problem-solver, and have a `do-it-now` attitude.
Excellent written and verbal communication skills.
Have a high analytical/problem solving ability.
Enjoy working with customers and people in general.
Be a perpetual learner.
Be flexible to assist with facilities tasks to support office management tasks.
Be able and flexible to travel between different locations in us
Able to work over weekends if the need arises, only for urgent issues and not bau tasks.
Fluent in english
Qualifications
2+ years in a desktop role or similar; tier ii
Experience working with a ticketing system
Experience with microsoft 365 support
Hardware troubleshooting and support
Stock management/ inventory/ procurement preferred
Servicenow experience would be a plus
About rackspace technology we are the multicloud solutions expertsWe combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutionsWe have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the futureNamed a best place to work, year after year according to fortune, forbes and glassdoor, we attract and develop world-class talentJoin us on our mission to embrace technology, empower customers and deliver the futureMore on rackspace technology though we’re all different, rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring missionWe bring our whole selves to work every dayAnd we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globeWe welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristicIf you have a disability or special need that requires accommodation, please let us knowPosition is available for remote work in the following states unless otherwise specifiedAlabama, arizona, arkansas, california, connecticut, delaware, district of columbia, florida, georgia, idaho, illinois, indiana, iowa, kansas, kentucky, louisiana, maine, maryland, massachusetts, michigan, minnesota, mississippi, missouri, montana, nebraska, nevada, new hampshire, new jersey, new mexico, new york, north carolina, north dakota, ohio, oklahoma, oregon, pennsylvania, rhode island, south carolina, south dakota, tennessee, texas, utah, vermont, virginia, washington, west virginia, wisconsin, wyoming.
