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Support Technician (L1) - SOC

Remote, USA Full-time Posted 2026-07-01

reputed company is a leading provider of expertise and managed services across reputed company the major public and private reputed company technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — 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 provide 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 resolution. 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 public holidays.

Career Level Summary

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

  • Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, highperformance, and a proven track record of exceptional results.
  • Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactiveproblem-solving, and an unwavering commitment to reputed company.
  • Expertise: Possesses deep understanding of customer needs and continually grows andenhances skills to provide customer-focused solutions.
  • Agility: Quickly adapts and responds to dynamic customer needs and expectations throughinnovative solutions.
  • Compassion: Cultivates a positive 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 client 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.
  • Provide 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

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