The DC Ops Technician II

Job Profile SummaryThe 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.

Knowledge

• Utilize custom monitoring software and internal ticketing system to provide customer support
• Identify and troubleshoot standard hardware failures on x86-based servers to include the replacement of failed hardware components
• Troubleshoot standard 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
• Standard operating systems administration to include troubleshooting of configuration files and permissions in addition to resolution of login, password and connectivity issues
• Troubleshoot standard 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 edge and core routers, access and aggregation switches, firewalls, load-balancers and security appliances
• Complete the troubleshooting, configuration and replacement of storage devices including shared and dedicated SAN, 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
• •Demonstrate a general understanding of the overall data center environment to include the relationship between electrical, HVAC and redundant infrastructure systems
• Adhere to company security policies and procedures, including health and safety and local governing requirements as directed
• Serve as the primary technical escalation point for all DCOPS Technician II personnel
• Assist with the onboarding and training of new DCOPS personnel within the team
• 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
• Demonstrate a clear understanding of Rackspace software toolsets required for the monitoring and support of customer configurations
• Utilize Rackspace software toolsets to complete work globally, across data centers when required
• 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
• Actively contribute to global alignment through the submission and publishing of process and policy documentation within the knowledge base
• All areas of responsibility are clean and organized with specific areas designated for all moveable items
• 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 and ASR series routers preferred
• Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems, EMC VMAX and VNX SAN 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 have experience participating in root cause analysis investigations
• 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
• Success in the role requires the following personal qualities: Strong Communicator Requires little supervision Effectively collaborates with others in a team setting Takes meaningful actions to address feedback Ability to solve problems Understands the full scope prior to making decisions

Experience

• Minimum 2-year experience working in a data center environment or equivalent technology background required
• Minimum 2-years experience or ability to show familiarity with building, repairing or upgrading hardware components required
• Minimum 2-year experience in a customer service oriented position preferred

About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.