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Ashburn, Virginia, United States
Onsite
JOB DESCRIPTION:
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 99.999% uptime.
Work Location/Days/Hours:
JOB REQUIREMENTS:
Key Accountabilities
• Utilize custom monitoring software and internal ticketing system to provide customer support
• Identify and troubleshoot complex hardware failures on x86-based servers to include the replacement of failed hardware components
• Troubleshoot complex 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
• Complex operating systems administration to include resolution of configuration file, permission, login, password and connectivity issues
• Troubleshoot complex local area network (LAN) connectivity issues and reestablish remote access to customer
configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers
• Supervise and assist with the troubleshooting, configuration and replacement of network device hardware including edge and core routers, access and aggregation switches, firewalls, load-balancers and security appliances
• Supervise and assist with 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 strong 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 DCOPS personnel of all other levels
• Coordinate the onboarding and training for all 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
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 configurations
• Utilize Rackspace software toolsets to drive and 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
• Serve as a primary activator for global alignment by reviewing process and policy documentation on the knowledge base for accuracy and relevance
• Assist in knowledge base administration by reviewing and correcting formatting as needed
• Ensure that process and policy training amongst the team is completed by the specified due date
• All areas of responsibility are clean and organized with specific areas designated for all moveable items
MAIN CONTACTS (external/internal):
• Data Center Operations Team Lead (daily: direct manager)
• Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks)
• External Customers/Vendors (varies: configuration planning and status communication)
• External Vendors (varies: supervision and oversight of work undertaken)
REQUIREMENTS:
• High School diploma or equivalent required; University or College degree preferred
• Minimum 3-years experience working in a data center environment or equivalent technology background required
• Minimum 3-years experience or ability to show familiarity with building, repairing or upgrading hardware components required
• Minimum 3-years experience in a customer service-oriented position preferred
• Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred
• Experience with Dell PowerEdge and HP ProLiant rack server hardware required
• Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS required
• Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches and ASR series routers required
• Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems, EMC VMAX and VNX SAN systems required
• Must prepare and deliver technical training sessions for data center staff
• 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 including the resolution of escalated issues and events
• Must have experience leading root cause analysis investigations
• Must possess exceptional 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
• Must have reliable transportation and be willing to occasionally travel (2-4 wks/yr)
• Minimum 2-years as an employee of Rackspace preferred
Qualifications:
• Must be able to work in the US on an unrestricted basis.
• High School Diploma or equivalent is required.
• 8-years’ experience working in a data center environment.
• Able to build, repair or upgrade hardware components.
• Strong understanding of storage RAID configurations and requirements.
• Some knowledge of Data Center Engineering, Including three phase power, busway power distribution systems, and power and thermal capacity planning.
• Must be able to lift 50 lbs. overhead
Success in the role requires the following personal qualities:
• Excellent Verbal and Non-Verbal Communication
• Finds issues and solutions ahead of need
• Takes the lead on a team when needed
• Actively solicits feedback from others
• Ability to proactively solve problems
• Rational decision making in high pressure situations
About Rackspace Technology
Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.
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.
