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 % uptime.
 Job DescriptionKey AccountabilitiesUtilize custom monitoring software and internal ticketing system to provide customer supportIdentify and troubleshoot simple hardware failures on x86-based servers to include the replacement of failed hardware componentsTroubleshoot simple operating system storage issues including file system, disk management and RAID technologiesSupport servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX ServerSimple operating systems administration to include troubleshooting of login, password and connectivity issuesTroubleshoot simple local area network (LAN) connectivity issues and reestablish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access ControllersComplete the troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliancesComplete the troubleshooting, configuration and replacement of storage devices including DAS and NAS arraysComplete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets and completion of all cabling needs requiredTroubleshoot copper and fiber cabling including initial installation testing as well as connectivity issues with previously deployed copper or fiber cablingProvide technical communication relating to customer configurations in a concise, professional mannerAdhere to company security policies and procedures, including health and safety and local governing requirements as directedExecute and maintain meticulous 5S and housekeeping practicesDemonstrate no less than full performance in a continuous, consistent, measurable mannerDemonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkersCommunicate 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 configurationsDemonstrate the ability to successfully complete customer configuration maintenances and hardware troubleshootingAttention to detail and adherence to maintenance instructions ensure customer configuration rework is not requiredCustomer configuration maintenances are quality controlled and adhere to published policy and process to ensure Global alignmentTroubleshooting and problem solving capabilities lead to accurate and timely resolution of technical eventsAll customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis methodAll customer interactions, both internal and external, are conducted in a manner that delights customersProcess and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due dateAll areas of responsibility are clean and organized with specific areas designated for all moveable itemsMAIN 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 disciplinesMinimum 2 years working experience in IT services with 3 years experience in sizeable Data Centre operations is an advantagePrevious experience or ability to show familiarity with building, repairing or upgrading hardware components requiredPrevious experience in a customer service oriented position preferredIndustry recognized certifications in operating systems, networking, security and/or storage technologies preferredExperience with Dell PowerEdge and HP ProLiant rack server hardware preferredExperience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS preferredExperience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches preferredExperience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems preferredMust be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekendsMust be able to prioritize work in a fast paced, high pressure environmentMust possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquetteMust 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 headMust have reliable transportation and be willing to occasionally travel (2-4 wks/yr) to alternate locations  Full Time Position 40Hr WeekRotating shifts  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.