TheData Center Operations Technicianowns the responsibility of all IT Infrastructure, including customer configurations, within the data center environment ensuring all customer server environments are secure, operational and maintain99.999% uptime.
Job Description
Key Accountabilities
• Utilize custom monitoring software and internal ticketing system to provide customer support
• Identify and troubleshoot simple hardware failures on x86-based servers to include the replacement of failed hardware components
• Troubleshoot simple operating system storage issues including file system, disk management and RAID technologies
• Support servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX Server
• Simple operating systems administration to include troubleshooting of login, password and connectivity issues
• Troubleshoot simple local area network (LAN) connectivity issues and reestablish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers
• Complete the troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances
• Complete the troubleshooting, configuration and replacement of storage devices including DAS and NAS arrays
• Complete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets and completion of all cabling needs required
• Troubleshoot copper and fiber cabling including initial installation testing as well as connectivity issues with previously deployed copper or fiber cabling
• Provide technical communication relating to customer configurations in a concise, professional manner
• Adhere to company security policies and procedures, including health and safety and local governing requirements as directed
• Execute and maintain meticulous 5S and housekeeping practices
• Demonstrate no less than full performance in a continuous, consistent, measurable manner
• Demonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkers
• Communicate in an honest, transparent manner focused on building trust amongst customers and coworkers
Key Performance Indicators (please note your KPI's are the outputs of each of the accountabilities)
• Demonstrate a clear understanding of Rackspace software toolsets required for the monitoring and support of customer configurations
• Demonstrate the ability to successfully complete customer configuration maintenances and hardware troubleshooting
• Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required
• Customer configuration maintenances are quality controlled and adhere to published policy and process to ensure Global alignment
• Troubleshooting and problem solving capabilities lead to accurate and timely resolution of technical events
• All customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis method
• All customer interactions, both internal and external, are conducted in a manner that delights customers
• Process and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due date
• All areas of responsibility are clean and organized with specific areas designated for all moveable items
MAIN CONTACTS (external/internal):
• Data Center Operations Team Lead (daily: direct manager)
• Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks)
• External/Internal Customers/Vendors (daily: status of customer issues, configurations and tasks)
• Rackspace Vendors (varies: supervision and oversight of work undertaken)
REQUIREMENTS:
• Diploma holder or above in Information Technology or related disciplines
• Minimum 2 years working experience in IT services with 3 years experience in sizeable Data Centre operations is an advantage
• Previous experience or ability to show familiarity with building, repairing or upgrading hardware components required
• Previous experience in a customer service oriented position preferred
• Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred
• Experience with Dell PowerEdge and HP ProLiant rack server hardware preferred
• Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS preferred
• Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches preferred
• Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems preferred
• Must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends
• Must be able to prioritize work in a fast paced, high pressure environment
• Must possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquette
• Must be proficient with productivity software including, but not limited to, Microsoft Office and Open Office as well as email client software
• Must be able to lift 50 lbs over head
• Must have reliable transportation and be willing to occasionally travel (2-4 wks/yr) to alternate locations
Rackspace Job Description
Success in the role requires the following personal qualities:
• Effective Communicator
• Self Starter
• Team Player
• Open (Accepting) of Feedback
• Ability to Identify Problems
• Solicits input from others when making decisions
Full Time Position
40Hr Week
Rotating shifts