Rackspace Support Specialist in Middlesex-Hayes, United Kingdom

Job Overview

Overview & Responsibilities

Support Specialists are a key element within the Rackspace support infrastructure; they are the first point of contact and expected to provide technical andnon-technicalsupport to our customers over the phone and via support tickets.

They will perform queue management and routing of tickets to technicians and other departments.

Exercises judgment in decision they make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. This helps us deliver FANATICAL support.


Key Accountabilities

  • Takes ownership and works on “quick-fix tickets” (e.g. system resources, MyRackspace requests)

  • Escalates support requests (phone/ticket) according to escalation procedures

  • Manage incoming customer calls

  • Schedules and coordinates maintenances

  • Provides basic troubleshooting of system

  • Basic Knowledge of user accounts and passwords and DNS configuration

  • Queue management – moving tickets to relevant departments, non-response tickets, required feedback tickets

Key Performance Indicators

KPIs Include (not limited to):

  • Ticket Contribution: 80% of average for your job level and OS: Working as a team to serve our customers means that we are all contributing towards this goal.

  • Demonstrate Fanatical Support: Providing examples of feedback received by customers showing their appreciation of the Fanatical Support you have directly have provided and influenced

  • Providing mentoring and development for other techs is an important part of your role that helps others to develop and ensures we are delivering the highest possible standards to our customers.



  • Previous experience working in a related field or educated to degree level or equivalent

  • Knowledge of TCP/IP ports and services

  • Understanding of DNS & Active Directory

  • Excellent attitude with a great phone telephone manner

  • Must have the ability to record and follow detailed instructions

  • Must have the ability to work in a Linux command line environment or a Windows environment

  • General Server knowledge – CPU usage, memory, SysStat, task manager, event viewer, Log Files for diagnosis

  • Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc.

  • Patching – RHN or WSUS

  • Familiarity with Red Hat or Windows Server


Req # 33046

Work Location UK-Hayes-Hyde Park Hayes

Location(s) UK - Middlesex-Hayes

Category Customer Relationship & Support