Responsibilities:
- Provide first-level support for IT incidents and service requests across various enterprise technologies, ensuring timely resolution and accurate documentation
- Monitor infrastructure components, including compute, storage, networking, security, and cloud environments, responding to alerts and performing initial troubleshooting
- Perform basic administration tasks such as system health checks, log analysis, and routine maintenance activities
- Assist in configuring, provisioning, and maintaining IT systems, including virtualization, cloud platforms, security appliances, and networking devices
- Escalate complex issues to L2/L3 teams while ensuring proper knowledge transfer and ticket documentation
- Follow IT service management (ITSM) processes and best practices, adhering to SLAs for incident response and resolution
- Assist in backup and disaster recovery operations, ensuring data integrity and availability
- Support access management, identity verification, and security compliance procedures
- Document troubleshooting steps, issue resolutions, and system configurations in the knowledge base
- Participate in shift-based operations, including weekends and on-call support as required
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 1-3 years of experience in an IT support or infrastructure monitoring role
- Basic knowledge of enterprise IT infrastructure, including compute, storage, networking, security, and cloud platforms
- Familiarity with ITSM tools (ServiceNow) and ticketing systems
- Experience with monitoring tools for system health checks and log analysis
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs)
- Strong troubleshooting and diagnostic skills with an analytical approach
- Excellent verbal and written communication skills
- Ability to work in a fast-paced, team-oriented environment
- Customer-centric mindset with the ability to handle technical queries efficiently
Nice to have:
- Certifications such as VMware VCTA, CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator
- Experience with automation tools and scripting (PowerShell, Bash, Python)
- Basic knowledge of cloud computing platforms and hybrid cloud environments
- Understanding of cybersecurity principles and endpoint protection solutions
- Experience with identity and access management tools
- Familiarity with IT asset management and compliance tracking
- Exposure to containerized environments and orchestration tools
- #LI-JB2
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What We Do
At Rackspace Technology, we accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. As a recognized Gartner Magic Quadrant leader, we are uniquely positioned to close the gap between the complex reality of today and the promise of tomorrow. Passionate about customer success, we provide unbiased expertise, based on proven results, across all the leading technologies. And across every interaction worldwide, we deliver Fanatical Experience TM — the best customer service experience in the industry. Rackspace has been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work.
