Rackspace Sr. Service Desk Technician in Mexico City, Mexico

Overview & Responsibilities

The Service Desk Technician is required to exceed customer expectations in the provision of service support to customers and will work with the team to meet Support Desk SLA's through effective communication, the management of their daily workload and utilising best practice processes. The success of the position will be measured by customer satisfaction, overall team performance and the ability to achieve individual objectives.

Responsibilities:

  • Provides initial employee technical support for inquiries received over the phone and/or email.

  • Assesses nature of problem and resolves simple and basic support issues over the phone.

  • Serves as first-level problems or problems that need on-site assistance to higher skilled support troubleshooter on technology problems; refers more complex staff.

  • Ensures the proper operation of hardware, software, internet, personal device, and telecommunication equipment.

  • Keeps informed of most recent trends and technologies.

Qualifications

Qualifications:

  • Knowledge of technology maintenance.

  • Skills at assessing nature of problems and resolving simple and basic support issues over the phone

  • Experience with hardware, software, internet, personal device, and telecommunication equipment.

  • Good communication, interpersonal, organizational, and planning skills.

  • Ability to communicate technical info and ideas so others will understand.

  • Ability to provide FANATICAL support

Req # 39022

Category Customer Relationship & Support, Networking, System Administration / Engineering