Windows Support Engineer I - II / Remote

Job Family SummaryThe Support Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via phone, ticketing system, and automation. Responsible for development, troubleshooting of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performs usability testing to ensure performance and reliability, enhance scalability, and meet security requirements.The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives that may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career Level Summary

• Exceptional customer communication and telephone skills.
• Strong troubleshooting skills (Second and third level).
• Self-motivated willingness to learn and progress.

Key Responsibilities

• Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
• Lead cross-functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Organization
• Proactively assess, propose, and implement enhancements to the system, problem management, fleet management, process improvement, reporting, and customer infrastructure.
• Coach, mentor, and assist Rackers across the business.
• Provide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the business
• Collaborate and share knowledge with other Engineers on the support floor.

Knowledge

• Proficient knowledge of OS, including but not limited to: Server Failover Clustering, Active Directory, Internet Information Services (IIS).
• Proficient knowledge of server hardware, networking, backup, and storage solutions
• Proficient knowledge of troubleshooting, analyzing, designing, implementing highly available systems
• Proficient understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers.

Nice to have

• Knowledge of the following technologies: Microsoft Patching Solutions, PowerShell, Anti-Virus and Monitoring Solutions, DNS, MSSQL.
• Cloud Platform Products (Azure/AWS/GCP), Virtualization Technologies (I.e.: VMWare, Hyper-V).
• Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.

Skills

• Passionate about technology and has a desire to constantly expand technical knowledge
• Detail-oriented in documenting information and able to own customer issues through resolution
• Able to handle multiple tasks and prioritize work under pressure
• Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
• Strong written and verbal communication skills, both highly technical and non-technical
• Strong verbal and written English skills. 

Education Required

• Bachelor's Degree in Computer Science, Management Information Systems, or a related technical field
• 2-3 years of technical engineering and administration experience with a minimum of 2 years in an OS Systems Engineering and Administration function

Must be available to work one day on weekendsThis position is a remote job if you are located in Mexico City, the State of Mexico, Jalisco, Nuevo Leon, Queretaro, and Puebla. #LI-JR1About 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.