Rackspace Looking for R-16104 O365 Active Directory Tech Support at Remote

Rackspace; United States; Remote; USD 100,000 - 125,000; Full time

Job summary

Join a dynamic team as a Customer Service Technician, where you'll provide vital technical support for Microsoft Office 365. This role is perfect for those who thrive in a fast-paced environment and enjoy solving problems. You'll be the go-to person for customers, helping them navigate technical challenges and ensuring their satisfaction. With a focus on learning and growth, this position offers opportunities to expand your skills in tech support and customer service. If you're passionate about technology and customer care, this is the ideal opportunity to make a significant impact while working from the comfort of your home.

Qualifications

• High school diploma required; technical certifications preferred.
• 2-5 years of experience in tech support and customer service.

Responsibilities

• Provide technical support via phone/chat/tickets for Microsoft Office 365.
• Troubleshoot email delivery, spam/security issues, and account inquiries.

Skills

Tech support

O365 Admin

Active Directory

Exchange

Email protocols (POP3, IMAP, MAPI)

DNS knowledge

Networking fundamentals

Customer service

Troubleshooting skills

Education

High school diploma or equivalent

Technical certifications (MCSA for Office 365, A+, Network +)

Tools

Help desk/ticketing systems

Job description

O365 Active Directory Tech Support II – IN – Remote- Work from Home- BNG/ GGN/ HYD

Shift: 100% night shift

Skills: Tech support, O365 Admin, Active Directory, Exchange

Years of exp: 2 to 5 years

Positions: Multiple.

Candidate must have reliable power and internet.

Requirements: Certifications in relevant work. Candidate must have a relevant certification (customer service, email protocols, Office 365 basics, etc.)

PRIMARY RESPONSIBILITY: A Customer Service Technician is a key element within Rackspace’s customer service and technical support operations. Expected to provide technical support to our customers via phone/chat/support tickets on issues related to hosted business email and Microsoft Office 365 productivity suite. Required to partner with customers to provide consistent troubleshooting techniques to quickly and efficiently identify the source of a problem and provide solutions.

KNOWLEDGE/SKILLS/ABILITY: Basic knowledge of e-mail protocols (POP3, IMAP, MAPI/Exchange protocols), DNS, desktop/laptop/mobile device operating systems, email Clients, networking fundamentals, and SPAM. Exhibits a strong desire to learn technologies. Outgoing personality with great attitude. Highly organized, quick learner, and an ability to work in a team environment. Possess strong written and verbal communication skills.

JOB COMPLEXITY: Handles customer support requests primarily via phone, chat, and tickets. Escalates support requests, as necessary, to appropriate escalation path. Provides technical troubleshooting of product offerings and offers solutions that satisfy customers. Proactively seeks opportunities to educate and solve for future technical challenges a customer may face. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises good judgment in decision-making in order to routinely deliver exceptional customer support at all times. Example activities include:

1. Email delivery troubleshooting
2. Spam/Security analysis and recommendations
3. Desktop Client/Mobile Device troubleshooting
4. Account and Billing related inquiries
5. Support users in use and troubleshooting of Microsoft products

SUPERVISION: Operates under moderate supervision until duties are learned.

EXPERIENCE/EDUCATION:

Required: High school diploma or equivalent. Ability to type 35+ wpm. Ability to handle multiple tasks and prioritize work in order to maintain a required high level of customer service. Must be detailed in documenting information and practice good follow-through techniques. Demonstrates basic problem-solving abilities; with a desire to take on additional responsibility.

Preferred: Customer service and phone call experience. 0-6 months technical knowledge from education or job experience – basic e-mail troubleshooting. Experience with help desk/ticketing systems. Technical certifications MCSA for Office 365, A+, Network + are desirable.

About Rackspace Technology: We 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.

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.