Rackspace Technology
DC Ops Technician (1pm-10pm)
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Rackspace Technology™
Rackspace Technology™ is a leading end-to-end, hybrid cloud and AI solutions company. We can design, build, and operate our customers' cloud environments across all major technology platforms, irrespective of technology stack or deployment model. We partner with our customers at every stage of their cloud journey, enabling them to modernize applications, build new products, and adopt innovative technologies. Named a best place to work by Newsweek and Forbes, we attract and develop world-class talent to deliver a Fanatical Experience™ – so our customers can achieve better outcomes and stay ahead of what’s next.
Data Centre Operations Technician (L3)
The Data Centre Operations Technician (L3) owns the responsibility of all IT Infrastructure, including customer configurations, within the data centre environment ensuring all customer server environments are secure, operational and maintain 99.999% uptime.
You must be able to work a flexible schedule, supporting a team doing 24x7x365 coverage, including holidays and weekends.
This role is 2nd shift (1pm-10pm), 5 days p/week, rotating between Sun-Thurs and Tues-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 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 re-establish 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 fibre cabling including initial installation testing as well as connectivity issues with previously 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 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
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Requirements
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- 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 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)
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