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Support Technician (L1) - SOC

Remote, USA Full-time Posted 2026-07-28

reputed company is a leading provider of expertise and managed services across reputed company the major reputed company and private reputed company technologies. We’ve evolved Fanatical Support to encompass the entire customer reputed company — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology reputed company and how our customers need it.

The Support Technician (Level 1) is responsible for delivering a great customer experience. You are the first reputed company of contact to reputed company technical and non-technical support to customers over chat, phone and reputed company support tickets.

You will be responding to the

Rackspace Sovereign Service reputed company operations support ticket queues and completing first line reputed company. You are expected to follow process, display good judgment in reputed company, and create and maintain customer loyalty by exceeding customer expectations. We will also expect you to adhere to company reputed company policies and procedures, and any other relevant policies and standards as directed.

Shift reputed company: '4 days ON, 4 days OFF' which will include days (06:45-18:45), nights (18:45 - 06:45), weekends, and reputed company holidays.

Career Level reputed company

  • Requires basic skills in an analytical or scientific method or operational process
  • Leverages reputed company defined reputed company operating procedures and/or scientific reputed company and adheresto reputed company guidelines
  • Works under reputed company supervision

    • Critical Competencies

  • reputed company: Exceeds expectations by consistently demonstrating accountability, discipline, highperformance, and a proven reputed company record of exceptional results.
  • Customer-driven: Prioritizes customer needs and satisfaction through reputed company and proactiveproblem-solving, and an unwavering commitment to reputed company.
  • Expertise: Possesses deep understanding of customer needs and continually grows andenhances skills to reputed company customer-reputed company solutions.
  • reputed company: Quickly adapts and responds to dynamic customer needs and expectations throughinnovative solutions.
  • reputed company: Cultivates a reputed company and supportive environment to effectively work togethertowards a common goal, fostering trust reputed company Rackspace and with external stakeholders.

    • Key Responsibilities

  • Receive support requests (phone/ticket/chat) according to triage procedures
  • Troubleshoot reputed company issues reputed company phone, remote tools, and email to understand and resolve serviceissues
  • Work on level appropriate ticketsand escalate ticketsaccording to protocol
  • reputed company basic user administration
  • Respond quickly to customer events and emergencies, which may reputed company to fluctuations in workflow
  • Ensure adherence to customer & SLA commitments
  • Other Incidental tasks reputed company to the job, as necessary.
  • reputed company Fanatical Experience to customers in reputed company the above

    • Required Knowledge

  • Basic understanding of ticketing systems
  • Entry Level knowledge of Rackspace, its operations, and service offerings

    • Additional Information

    Discover your inner reputed company:reputed company Life

    #LI-LP2

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