Rackspace is looking for an entry level Helpdesk Support Technician to be first point of contact for our Customers when they call in. You will be expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. In this varied and exciting role you will be responsible for managing the Rackspace's International support ticket queues and first line resolution. We are looking for people who can display good judgment in the decisions you make, and create and maintain customer loyalty by going above and beyond the customer’s expectation. We will provide full training - so if you are a customer service hero and are looking for your first role in an IT position, go ahead and apply! Key Accountabilities: Escalate support requests (phone/ticket/chat) according to escalation procedures Work on “quick-fix tickets” (e.g. system resources, MyRackspace requests) Manage incoming customer calls and chats Basic user administration Queue management (triage & routing) Ensuring we adhere to customer & SLA commitments Providing Fanatical Support in all of the above Familiarity with desktop OS & Office tools Person Specification: Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills Strong verbal and written communication skills Strives for performance improvements in oneself and peers Ability to work at a team level as well as an individual level Ability to interact confidently with more senior / skilled areas of the business. You will be required to work a shift pattern including weekend work Ability to attend the Cardiff office weekly LI-JB2 LI-JB2 About Rackspace Technology We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace Technology Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.