DC Ops Technician V - Weekend 1st shift

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:

Ashburn, VA Sat
- Wed 7am to 4pm EST

• 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

• 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

• Data Center Operations Team Lead (daily: direct manager)
• Internal Rackspace…