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/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

• 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