Rackspace Support Specialist in Cardiff, United Kingdom

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 1 Support Specialist you will play a key part in resolving and 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

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

  • Work on “quick-fix tickets” (e.g. system resources, MyRackspace requests)

  • Manage incoming customer calls and chats

  • Basic user administration

  • Queue management (triage & routing)

  • Ensuring we adhere to customer & SLA commitments

  • Providing Fanatical Support in all of the above


  • Familiarity with desktop OS & Office tools

  • Awareness of basic hosting concepts (cloud or dedicated)

  • Awareness of Enterprise Operating Systems like MS 2008/20012, RHEL 6/7, typical NS hardware (e.g. Firewall / Router) & Cloud Technologies (e.g. Typical services & function)

  • Awareness of ITIL working practice.

  • Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc)

  • Basic understanding of DNS and SSL

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

  • 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

  • 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

  • Ability to adapt to changing business / technology requirements


Category Customer Relationship & Support