Support Technician I - IN

Rackspace Technology; India; On-site; INR 300,000 - 600,000; Full time

Job summary

Rackspace Technology in India seeks a Technical Support professional to assist global clients. You will manage ticket queues, handle technical calls/chats, and route/troubleshoot inquiries while provisioning user accounts and supporting MS Office and Windows OS.

Experience with ITIL processes and ServiceNow is a plus. The role requires availability for 24/7 shifts and strong customer service skills to deliver timely resolutions for an international client base.

Qualifications

• Ticket queue management experience.
• Handling technical calls and chats.
• Monitor inbound tickets and route/troubleshoot.
• Good knowledge of computer systems and functions.
• User account provisioning and IT workflow knowledge.
• Proficient in Microsoft Office and Windows OS.

Responsibilities

• Perform ticket queue management.
• Handle technical calls and chats with customers.
• Monitor and route tickets, troubleshoot issues.
• Manage user accounts provisioning and access.
• Provide support for Microsoft Office and business software.
• Ensure tickets progress within SLA and update customers.

Skills

Ticket handling

Technical support

Customer service

Education

Graduates

Tools

ServiceNow

Active Directory

Office 365

Windows OS

Job description

Job Description:

Experience: Supporting- Global Clients (Preferably US/UK) Providing support (Microsoft Office, Windows OS)

Education: (Qualified Graduates only)

Communication: Excellent communication skills

* Must be open to work in shifts 24/7 *

Rackspace is at a very exciting point in its history, making large acquisitions and bringing even more talent on board. If you would like to be part of this journey, working with the industry’s best, why not join the Technical Support group here in India!

JOB DESCRIPTION:

• Perform ticket queue management
• Prior experience of handling technical calls and chats
• Monitor inbound customer ticket requests and route/troubleshoot.
• Should have proven knowledge of Computer systems and functions
• Administer and provide User account provisioning.
• Provide support for business software including Microsoft Office
• Service Desk professional with good customer service knowledge to join our Rackspace FLR team.
• To ensure that all tickets are progressed to satisfactory resolution within the relevant SLA.
• Providing call logging and basic technical support function to callers. You will also ensure that the various tickets are monitored and followed up on.
• 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 own open tickets
• Provide excellent customer service and call handling including email updates.
• ITIL knowledge including Service Now and experience of working within the framework and some technical IT knowledge is a plus.

ROLE DIMENSIONS

Geographical remit - International customer base

• Proficient support of Microsoft products.
• Ability to configure devices within the windows OS
• Must be open to work in 24x7 environment
• Strong understanding of Win 10 OS (Deployment and Support), Office 365 (User and group), Active Directory (creating and managing user accounts, creating, and managing distribution/security group)
• Basic knowledge of Azure
• Incident management and Hardware/ Software related troubleshooting skills
• Familiar with device OS installation or re-imaging.
• Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc.)

About Rackspace Technology

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.

More 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 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.

Requirements: