Support Technician I

• Perform ticket queue management
• Handle technical calls and chats
• Monitor inbound customer ticket requests and route/troubleshoot them
• Administer and provide user account provisioning
• Provide support for business software, including Microsoft Office
• Join the Rackspace FLR service desk team
• Progress tickets to satisfactory resolution within relevant SLAs
• Provide call logging and basic technical support to callers
• Monitor and follow up on tickets
• Perform capabilities gap analysis and drive continual service improvement across end-user support services
• Own tickets throughout their lifecycle in line with the ITIL model
• Regularly update customers on their open tickets
• Provide customer service and call handling, including email updates
• Support an international customer base

• Supporting global clients, preferably US/UK
• Experience providing support for Microsoft Office and Windows OS
• Qualified graduates only
• Excellent communication skills
• Must be open to work in shifts 24/7
• Prior experience handling technical calls and chats
• Proven knowledge of computer systems and functions
• ITIL knowledge, including ServiceNow, is a plus
• Technical IT knowledge is a plus
• Proficient support of Microsoft products
• Ability to configure devices within Windows OS
• Strong understanding of Windows 10 OS deployment and support
• Strong understanding of Office 365 users and groups
• Strong understanding of Active Directory, including creating and managing user accounts and distribution/security groups
• Basic knowledge of Azure
• Incident management and hardware/software troubleshooting skills
• Familiarity with device OS installation or re-imaging
• Familiarity with cross-platform basic troubleshooting tasks, such as ping and traceroute

• Equal employment opportunity
• Disability or special-needs accommodation