Data Center Operations Technician II (315012)
Req #: 24594
Category: ..
Work Location
US-VA-Ashburn
Location(s): US-VA-Ashburn
Shift: ..
Job Overview
About Rackspace
Rackspace® (NYSE: RAX) is the global leader in hybrid cloud and founder of OpenStack®, the open-source operating system for the cloud. Hundreds of thousands of customers look to Rackspace to deliver the best-fit infrastructure for their IT needs, leveraging a product portfolio that allows workloads to run where they perform best—whether on the public cloud, private cloud, dedicated servers, or a combination of platforms. The company's award-winning Fanatical Support® helps customers successfully architect, deploy, and run their most critical applications. Headquartered in San Antonio, TX, Rackspace operates data centers on four continents. Rackspace is featured on Fortune's list of 100 Best Companies to Work For.
Overview & Responsibilities
JOB DESCRIPTION:
The Data Center Operations Technician owns the responsibility of all IT Infrastructure, including customer configurations, within the data center environment ensuring all customer server environments are secure, operational and maintain 99.999% uptime.
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 Customers/Vendors (varies: configuration planning and status communication)
- External Vendors (varies: supervision and oversight of work undertaken)
Qualifications
- High School diploma or equivalent required; University or College degree preferred
- Minimum 1-year experience working in a data center environment or equivalent technology background required - Minimum 1-year experience or ability to show familiarity with building, repairing or upgrading hardware
components required
- Minimum 1-year 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 required including holidays and weekend.
- 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)
Success in the role requires the following personal qualities:
- Effective Communicator
- Self Starter
- Team Player
- Welcomes Feedback
- Ability to Identify Problems
- Solicits input from others when making decisions
Rackspace Hosting is an Equal Opportunity Employer
The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
Options
Equal Employment Opportunity Policy: Rackspace is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.
The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
Already a Racker? Head to our Racker Portal to log in with SSO.
Apply for this job
Refer a friend to this job
Not ready to apply? Connect with us.
Socialize this job opportunity to a friend, colleague, or family member:
Go back to the welcome page
Need further assistance?
Req #: 24594
Category: ..
Work Location
US-VA-Ashburn
Location(s): US-VA-Ashburn
Shift: ..
Job Overview
About Rackspace
Rackspace® (NYSE: RAX) is the global leader in hybrid cloud and founder of OpenStack®, the open-source operating system for the cloud. Hundreds of thousands of customers look to Rackspace to deliver the best-fit infrastructure for their IT needs, leveraging a product portfolio that allows workloads to run where they perform best—whether on the public cloud, private cloud, dedicated servers, or a combination of platforms. The company's award-winning Fanatical Support® helps customers successfully architect, deploy, and run their most critical applications. Headquartered in San Antonio, TX, Rackspace operates data centers on four continents. Rackspace is featured on Fortune's list of 100 Best Companies to Work For.
Overview & Responsibilities
JOB DESCRIPTION:
The Data Center Operations Technician owns the responsibility of all IT Infrastructure, including customer configurations, within the data center environment ensuring all customer server environments are secure, operational and maintain 99.999% uptime.
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 Customers/Vendors (varies: configuration planning and status communication)
- External Vendors (varies: supervision and oversight of work undertaken)
Qualifications
- High School diploma or equivalent required; University or College degree preferred
- Minimum 1-year experience working in a data center environment or equivalent technology background required - Minimum 1-year experience or ability to show familiarity with building, repairing or upgrading hardware
components required
- Minimum 1-year 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 required including holidays and weekend.
- 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)
Success in the role requires the following personal qualities:
- Effective Communicator
- Self Starter
- Team Player
- Welcomes Feedback
- Ability to Identify Problems
- Solicits input from others when making decisions
Rackspace Hosting is an Equal Opportunity Employer
The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
Options
Equal Employment Opportunity Policy: Rackspace is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.
The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
Already a Racker? Head to our Racker Portal to log in with SSO.
Apply for this job
Refer a friend to this job
Not ready to apply? Connect with us.
Socialize this job opportunity to a friend, colleague, or family member:
Go back to the welcome page
Need further assistance?
