Data Center Operations Technician

Remote Full-time Not specified Infrastructure

• 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 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…