\nJOB DESCRIPTION:\nSystems Operations Admins are crucial to delivering a great customer experience; they are the first point of contact and are expected to provide technical support and resolution to our customers over phone and support tickets. They are responsible for managing the Rackspace’s global support ticket queues and first line resolution to issues in scope. They are expected to display good judgment in decisions they make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. They are critical in helping us deliver a FANATICAL experience.\nAs a Systems Operations Admins you will play a key part in resolving and, when required, escalating technical issues for customers via phone and ticketing. \nYou will act as a positive role model for colleagues within your team, striving to live the Rackspace Core Values.\n \nJOB REQUIREMENTS:\nKey Accountabilities\nInitial investigation and resolution of technical requests and monitoring alerts.\nPhone resolution for issues in scope of role and in accordance with team playbook guidelines\nTakes ownership and works on intra-team escalations (phone/ticket)\nEscalates support requests according to escalation procedures \nSecond rollover point for inbound customer calls\nIncident management (identification, assist in managing and escalation)\nAd hoc queue management\nEnsuring we adhere to customer & SLA commitments\nProviding Fanatical Support in all of the above\n \nKey Performance Indicators\nKPIs Include (not limited to):\n80%: Ticket & Phone Contribution: Standard day to day will be spent in normal workflow: Working as a team to serve our customers means that we are all contributing towards this goal.\n20%: Other duties assigned by leadership team (e.g knowledge base / process improvement, career development).\nContribute to Fanatical Experience: Feedback received by customers showing their appreciation of the Fanatical Support you have directly provided or influenced\n \nPERSON SPECIFICATION: \nPersonal:        \nPrevious experience working in a related field or educated to degree level or equivalent. \nSelf-motivated with a strong desire to learn and improve both technical and ‘people’ skills.\nStrong verbal and written communication skills.\nStrives or performance improvements in oneself and peers.\nLeads by example and motivates team members.\nOrganizational skills with the ability to provide quality at pace.\nAbility to work at a team level as well as an individual level.\nAbility to interact confidently with more senior / skilled areas of the business.\nAble to communicate constructive feedback effectively.\nAbility to adapt to changing business / technology requirements.\n \nTechnical:           \nCompulsory\nBasic troubleshooting knowledge, specializing in Enterprise Windows OS.\nAbility to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands.\nBasic understanding of OS specific webhosts and database technologies (e.g. MSSQL / IIS).\nIntermediate understanding of SSL & DNS\nIntermediate understanding of Active Directory.\n\n\n\n\n\n\n\nAbout Rackspace Technology\nWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We 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 future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.\n \n \nMore on Rackspace Technology\nThough 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 mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We 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 characteristic. If you have a disability or special need that requires accommodation, please let us know. \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Senior and Senior jobs that are similar:\n\n $40,000 — $80,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nIndia - Remote