Technical Service Specialist - III

Mexico - Remote

Full Time Senior-level / Expert
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Rackspace
As a cloud computing services pioneer, we deliver proven multicloud solutions across your apps, data, and security. Maximize the benefits of modern cloud.
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Description:
PRIMARY RESPONSIBILITY: Implements the deployment of new customer solutions, upgrades, and migrations.  Provides support and coverage for System administrator Scheduled Services with respect to ongoing customer needs.  Owns customer issues from identification to resolution. • KNOWLEDGE/SKILLS/ABILITY: Strong understanding of Rackspace product portfolio, solution configurations, and support practices. Excellent attention to detail with a process-oriented approach.  Expert organization, interpersonal, communication, time management, and problem-solving skills. Solid knowledge of networking technologies and Windows and Linux operating systems. Ability to build and maintain strong working relationships with internal and external stakeholders. • JOB COMPLEXITY: Builds strong working relationships with the Support and Technical staff. Manages customer deployments from start to finish, ensuring on-time delivery. Checks the quality of solution builds to ensure they meet the original specification and have been correctly configured. Produces monthly reports on the customer’s utilization of services and resources. Responds to customer support requests, typically via tickets, and coordinates support efforts to deliver service within agreed timeframe. Keeps customers updated regarding submitted issues and resolution steps and progress. Supports Technical Account Manager and covers responsibilities where necessary. Identifies areas of sub-maximal customer experience and proposes improvements. Evaluates issues and escalations to recognize patterns and opportunities to modify processes to improve work quality and efficiency. • SUPERVISION: Operates under general supervision– performs daily work with little to no guidance.  Briefs Support teams on daily hand-off. Owns customer issues with latitude to determine the appropriate course for resolution. • EXPERIENCE/EDUCATION: High school diploma or equivalent required with a minimum of 4 years of technology support experience and a solid understanding of Data Centre technologies and working practices.  
About Rackspace TechnologyWe 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.  More on Rackspace TechnologyThough 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.
Job tags: Linux Security Windows
Job region(s): North America
Job stats:  5  0  0
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