Helpdesk Support Technician Jobs

Rackspace

Location:
United Kingdom, Cardiff

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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!

Job Responsibility:

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

Requirements:

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

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Helpdesk Support Technician