Rackspace Support Specialists (Linux) 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 are expected to provide technical andnon-technicalsupport to our customers over chat, phone and via support tickets.They are responsible for managing the Rackspace International support ticket queues and first line resolution.They are expected to display good judgment in decisions they make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. They are critical in helping us deliver FANATICAL support.

As a level 2 Support Specialist you will play a key part in resolving and, when required, escalating technical issues for customers via phone, ticket and chat.You will act as a positive role model for colleagues within your team, striving to live the Rackspace Core Values.

Key Accountabilities

  • 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


  • Basic OS troubleshooting knowledge (OS Specialism in either Windows, Linux or Network Security) – Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands or equivalent for Network Security devices (basic network troubleshooting, DNS etc)

  • Basic understanding of OS specific webhosts and database technologies (e.g. MSSQL / IIS – Windows. MYSQL / APACHE – Linux) or Network Security related devices and tools (Firewalls, Switches etc)

  • Intermediate understanding of SSL, DNS & Active Directory (Windows role)


  • Improved OS Specific troubleshooting knowledge – Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands across either Windows, Linux or Network Security

  • Patching - Documents changes based on requests for change. Applies change control procedures

  • Windows Certification – MCP/MCSA/MCSE or

  • Linux Certification – LPI-1 or RHCSA Level Knowledge or

  • Networking Certification – CCENT, CCNA or Network+ Level knowledge

  • Familiarity with cross platform basic troubleshooting tasks (Windows, Linux or Networking)

  • Awareness of virtualization and / or cloud technologies. E.g. VMWARE, Hyper-V, KVM and/or OpenStack


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

  • Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills

  • Strong verbal and written communication skills

  • Strives for performance improvements in oneself and peers

  • Leads by example and motivates team members

  • Confident organizational skills with the ability to provide quality at pace

  • Ability to work at a team level as well as an individual level

  • Ability to interact confidently with more senior / skilled areas of the business

  • Able to communicate constructive feedback effectively

  • Ability to adapt to changing business / technology requirements


Req # 33065

Work Location UK-Hayes-Hyde Park Hayes

Location(s) UK - Middlesex-Hayes

Category Customer Relationship & Support