Support Specialists are a key element within the Rackspace support infrastructure; they are the first point of contact and are expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. They are responsible for managing the Rackspace International support ticket queues and first line resolution. 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.
As a L2 Support Specialist you will play a key part in resolving and, when required, escalating technical issues for customers via phone, ticket and chat.
Takes ownership and works on intra-team escalations (phone/ticket/chat)
Ticket/Phone/Chat resolution (in accordance with team playbook guidelines)
Escalates support requests according to escalation procedures
First rollover point for incoming customer calls
Provides initial investigation and/or troubleshooting of technical issues
Initial investigation of monitoring alerts
Incident management (identification, assist in managing and escalation)
Ad hoc queue management
Ensuring we adhere to customer & SLA commitments
Providing Fanatical Support in all of the above
Basic OS troubleshooting knowledge – Ability to provide increased level of investigation in network troubleshooting, e.g. IP configuration, DNS, etc.
Basic understanding of Network Security related devices and tools (Firewalls, Switches, etc.)
Any Networking Certification (CCENT, ICND Part 1/CCNA or Network+) or equivalent knowledge.
Previous experience working in a related field or educated to degree level or equivalent
Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
Strong verbal and written communication skills
Strives for performance improvements in oneself and peers
Leads by example and motivates team members
Confident organizational skills with the ability to provide quality at pace
Ability to work at a team level as well as an individual level
Ability to interact confidently with more senior / skilled areas of the business
Able to communicate constructive feedback effectively
Ability to adapt to changing business / technology requirements