FLR - Linux System Support Administrator - Second Shift

Mexico - RemoteMexico CityCiudad de MéxicoMexicoNorth AmericaSeptember 29, 2023

A System Administrator is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers over the phone, via chat, and in support tickets. A System Administrator is the owner of complex customer issues which may take several days or weeks to resolve. The Sys Admin applies creative problem-solving techniques to identify the source of problems; while at the same time keeping the customer updated via the ticketing system and phone. A System Administrator is expected to use initiative and advise on potential pitfalls that a customer may experience, using existing or planned methods, and suggest alternatives that may better serve the stability and security of the customer’s solution.Responsibilities• Provide exceptional customer support via ticketing system, chat, and phone calls. • Ownership of level appropriate customer requests and issues, seeing them through to resolution.• Escalation of support requests to senior systems administrators and other support teams according to escalation procedures.• Holding team members accountable to high work standards.• Mentoring junior team members.• Knowledge sharing via brown bags and knowledge base articles.• Receive Escalations from Support Specialists and Level I Windows Systems Administrators.• Work with Account Managers and Business Development Consultants to build strong customer relationships.• Due to the 24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc.• Help assist with customer implementation calls.• Share information and knowledge with the support floor as appropriate.• Can adapt communication methods and personal style as appropriate to meet the needs of the situation.• Understand, sign off on, and follow defined policy and process standards.• Schedules and coordinates level-appropriate maintenance.• Have an understanding what other department responsibilities are that support leverages. Key Performance Indicators • Ticket Contribution and Phone/Chat Availability: Working as a team to serve our customers, helping the overall team hit their metrics and maintaining individual metrics to be in line with peers.• Customer rating on work done• High ticket review percent average• High level of first pass yield on written or QC'd maintenance Level-appropriate knowledge of and/or professional experience with: • The Linux System Administrator has a strong knowledge of: Servers/computer hardware and software, Linux OS, applications, services and protocols commonly used in hosting environments: web servers, database servers, clusters, mail servers, name servers, backup, and monitoring. • Knowledge of networking concepts and devices. Performing root cause analysis of problems. • The System Administrator is: 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, and able to handle multiple tasks and prioritize work under pressure. • Demonstrate sound problem-solving skills coupled with a desire to take on responsibility.• Excellent written and verbal communication skills (fluency in multiple languages is a plus). • A willingness to work weekends and/or holidays when required as the business dictates.
    • 2nd shift 12 pm - 9pm, Sunday - Thursday
    • English high level proficiency
*LI-GP1About 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.

Cyber Security Jobs by Category

Cyber Security Jobs by Location

Cyber Security Salaries