Job Profile Summary
A key element within the Rackspace support infrastructure is expected to provide a high level of technical support to our customers over the phone and via support tickets. The owner of complex customer issues may take several days or weeks to resolve. Applies creative problem-solving techniques to identify the source of problems while at the same time keeping the customer aware of every step along the way via the ticketing system. 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. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Manages the load configuration of a central data communication processor and makes recommendations for the purchase or upgrade of data networks. Coordinates terminal orders, network system planning, upgrading, monitoring, testing, and servicing. Defines, designs, and implements network communications and solutions using the Windows system. Responsible for solving customer’s technical issues which can include OS level, web server, database server, applications server, DNS, SMTP, or other software issues.
Careel Level Summary .
Performs tasks with little supervision and receives escalations from others. Mentors and coaches individual contributors.
Critical Competencies Key Responsibilities .
Expert troubleshooting of the Windows OS, IIS, SQL, and other applications. Provides consulting service to customers on building solutions to meet customer needs. Responsible for the technical aspects of customer visits both in the office and at customer locations including presentations. Ensures customer satisfaction with follow-ups. Handles level-appropriate customer support requests via the ticket system. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises judgment in decision-making in order to routinely deliver FANATICAL customer support. Due to the 24x7x365 operations of the business, one must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc. Knowledge. Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures to resolve a wide range of issues in imaginative as well as practical ways. Excellent knowledge of Windows 2000/2003 server, IIS 5 & 6, active directory, DNS, SMTP, and TCP/IP. Excellent knowledge of DNS, including diagnostics with Windows system tools. Continually expands knowledge in the areas of new developments and trends and may make recommendations to management on desirable additions and developments. . Familiarity with Rackspace tools, systems and infrastructure
High school diploma or equivalent required. Bachelor’s degree in Computer Science, Engineering, or related field preferred
MCSA or MCSE certification preferred
Requires 8 years experience in systems administration or related field, including a minimum of 2 years of web hosting experience
General office environment. Moderate levels of stress may occur at times. May require long periods of sitting and viewing a computer monitor. No special physical demands are required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations. Occasional travel, less than 10%. Travel
Disclaimer The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
About Rackspace Technology
About Rackspace Technology We are multi-cloud 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 the 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 Technology Though 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.