Rackspace Technology is a leading provider of expertise and managed services across major cloud technologies. We deliver Fanatical Support throughout the customer journey with proactive, always-on service and automation.
The Data Centre Operations Technician (L3) owns responsibility for IT infrastructure, including customer configurations, within the data centre environment, ensuring customer server environments are secure, operational and maintain 99.999% uptime.
You must be able to work a flexible schedule supporting a team with 24x7x365 coverage, including holidays and weekends. This role is 3rd (night) shift: 20:30–06:30, 4 days per week. Rotates from Sun-Weds to Weds-Sat.
Key Accountabilities
- Utilize custom monitoring software and internal ticketing system to provide customer support
- Identify and troubleshoot simple hardware failures on x86-based servers, including 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 including troubleshooting of login, password and connectivity issues
- Troubleshoot simple LAN connectivity issues and re-establish remote access to customer configurations using SSH, Terminal Services/Remote Desktop Services or remote access controllers
- Complete troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances
- Complete troubleshooting, configuration and replacement of storage devices including DAS and NAS arrays
- Perform customer configuration maintenance including hardware modification, operating system installation, mounting devices in cabinets and completing all cabling needs
- Troubleshoot copper and fibre cabling including initial installation testing and connectivity issues with deployed copper or fibre 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
- Execute and maintain meticulous 5S and housekeeping practices
- Demonstrate consistent, measurable performance
- 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
Requirements
- Educated to GCSE level or equivalent; further education in a technical vocation advantageous
- Previous experience or ability to show familiarity with building, repairing or upgrading hardware components
- 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 weeks per year)
About Rackspace Technology: We are the multicloud solutions experts, delivering end-to-end solutions across applications, data and security. We are committed to equal employment opportunity and welcome all applicants.
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