Rackspace

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Support Specialist - S2 (Linux)

Support Specialist - S2 (Linux)

Req # 
ARLINUX
Location(s) 
UK-Greater London-Hayes
Category 
Customer Relationship & Support, System Administration / Engineering

Job Overview

Overview & Responsibilities

As a Linux Support Specialist YOU are a key element within the Rackspace support infrastructure; you 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. Responsibilities include managing the Rackspace International support ticket queues and first line resolution. You will be expected to display good judgment in decisions you make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. You will be at the forefront in helping us deliver FANATICAL support.

 

  • 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)
  • User administration
  • Ad hoc queue management
  • Ensuring we adhere to customer & SLA commitments
  • Providing Fanatical Support in all of the above

Qualifications

  • Basic OS troubleshooting knowledge (OS Specialism in Linux – Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands)
  • Basic understanding of OS specific webhosts and database technologies (e.g. MYSQL / APACHE – Linux)     

 

Desirable

  • Patching - Documents changes based on requests for change. Applies change control procedures
  • Linux Certification – LPI-1 or RHCSA Level Knowledge
  • Familiarity with cross platform basic troubleshooting tasks (Linux)
  • Awareness of virtualization and / or cloud technologies. E.g. VMWARE, Hyper-V, KVM and/or OpenStack

 

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