Rackspace
Hungary
Key responsibilities: Performing 1st and 2nd line Technical & Operational Support for Datacentre and Hybrid Cloud customers Performing all the functions of the 'Customer Helpdesk' role working in shifts (24/7) and additionally providing in-depth technical support to customers through network using service/device monitoring and remote repair. Demonstrating excellent customer care skills (e.g. owning, driving and communicating) Following Service Desk operation procedures, accurately logging all incidents and change tickets Managing supplier activities (e.g. driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements) Providing process improvement input wherever possible Performing system monitoring, proactive incident management Providing proactive jeopardy management Soft skills: Ability to meet the customers’ needs in line with the business requirements Focusing on the objectives and the required...