Technical Support

$50,000 - $63,000 a year

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.

**Salary offered
- 60-63 k per year**

**Key Accountabilities**
- Utilize custom monitoring software and internal ticketing system to provide customer support
- Identify and troubleshoot simple hardware failures on x86-based servers to include the replacement of failed hardware components
- Troubleshoot simple 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
- Simple operating systems administration to include troubleshooting of login, password and connectivity issues
- Troubleshoot simple local area network (LAN) connectivity issues and reestablish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers
- Complete the troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances
- Complete the troubleshooting, configuration and replacement of storage devices including 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
- Adhere to company security policies and procedures, including health and safety and local governing requirements as directed
- 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

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**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
- 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
- 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/Internal Customers/Vendors (daily: status of customer issues, configurations and tasks)
- Rackspace Vendors (varies: supervision and oversight of work undertaken)

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**REQUIREMENTS**:

- Diploma holder or above in Information Technology or related disciplines
- Minimum 2 years working experience in IT services with 3 years experience in sizeable Data Centre operations is an advantage
- Previous experience or ability to show familiarity with building, repairing or upgrading hardware components required
- Previous 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 preferred
- Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS preferred
- Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches preferred
- Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems preferred
- Must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends
- Must be able to prioritize work in a fast paced, high pressure environment
- Must possess strong written and verbal skills, type with proficiency and exhibit professional pho