Support Technician I

Acts as the first line of customer support. Receives incoming customer queries, identifies relevant issues, and either directly resolves customer issues or refers the query through the appropriate channels, all while cultivating a strongly positive customer impression of Rackspace support. Through queue management, ensures that tickets are addressed by an appropriate technician in a timely manner, organize tasks between departments (ticket routing) that affect customers in order to minimize false alerts and maximize accurate systems monitoring.
**Key Responsibilities**:
- Provides a world-class services experience by handling level-appropriate customer requests (via phone/ticket).
- Provides basic troubleshooting of Windows and Linux systems, identifies customer issues and either resolves the issue directly or escalates the issue.
- Creates and maintains customer loyalty by efficiently managing customer issues in an effective, professional manner.
- Responsible for ticke...