Data Center Operations Technician

The Data Center Operations Technician is responsible for all IT Infrastructure, including customer configurations, within the data center environment, ensuring all customer server environments are secure, operational, and maintain 99.999% uptime.

Location:

Onsite at our data center in Richardson, TXShift: First

Key Responsibilities
• Utilize custom monitoring software and internal ticketing system to provide customer support
• Identify and troubleshoot complex hardware failures on x86-based servers, including the replacement of failed hardware components
• Troubleshoot complex operating system storage issues, including file system and 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 maintenance, 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 complete customer configuration maintenance and hardware troubleshooting
• Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required
• Customer configuration maintenance is quality controlled and adheres 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…