Overview:

Assigns the deployment of new customer solutions, upgrades, and migrations

Provides support and coverage for Cloud Administrator with respect to ongoing customer needs.

Owns customer scheduling issues from identification to resolution

Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed

Act as a liaison between the Operations team, customer, and state agencies

Requires full proficiency gained through job-related training and considerable on-the-job experience to perform a range of tasks

Takes a broad perspective on problems and spots new, less obvious solutions

Identifies key issues and patterns from partial/conflicting data

Completes work with a limited degree of supervision

Likely to act as an informal resource for colleagues with less experience

Constantly works to improve own efficiency; double-checks the accuracy of the output of others to ensure high-quality delivery

Builds relationships with key individuals within the team, department and organization

You Will:

• Other Incidental tasks related to the job, as necessary
• Build strong working relationships with the Technical staff
• Manage customer deployments from start to finish, ensuring on-time delivery
• Check the quality of solution builds to ensure they meet the original specification and have been correctly configured
• Produce monthly reports on the customer’s utilization of services and resources
• Respond to customer support requests, typically via tickets, and coordinate support efforts to deliver service within the agreed timeframe
• Keep customers updated regarding submitted issues and resolution steps and progress
• Support Technical Account Manager and cover responsibilities where necessary
• Identify opportunities to address sub-maximal customer experience and propose improvements
• Evaluate issues and escalations to recognize patterns and opportunities to modify processes to improve work quality and efficiency

You Have:

• 3-4 years of total applicable work experience; requires a minimum of 2 years of experience in technology-centric customer support or service delivery
• 2 years of experience in technical support in the IT industry
• Solid understanding of Data Centre technologies and working practices
• Strong understanding of Rackspace product portfolio, solution configurations, and support practices
• Basic knowledge of networking technologies, Windows and Linux operating systems
• Requires a broad understanding of the job and applies skills and knowledge in a range of processes, procedures and systems or requires deep skills in a single area
• Understands how the team integrates with others to accomplish team objectives
• Excellent attention to detail with a process-oriented approach
• Expert organization, interpersonal, communication, time management, and problem-solving skills
• Ability to build and maintain strong working relationships with internal and external stakeholders
• Ability to effectively communicate detailed and/or complicated information within the team

Education:

• High School Diploma.
• Successful completion of 1 to 2 years of higher education classes

The following information is required by the Colorado Equal Pay Transparency Act and applies only to individuals working in the state of Colorado. The anticipated starting pay range of Colorado applicants for this role is $33,300-53,600.

Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on Benefits –offered.

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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. 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 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.