Data Centre Operations Technician - L3

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

The Data Centre Operations Technician owns the responsibility of all IT Infrastructure, including customer configurations, within the data centre environment ensuring all customer server environments are secure, operational and maintain 99.999% uptime.

You must be able to work a flexible schedule, supporting a team doing 24x7x365 coverage, including holidays and weekends. We require someone to cover the 2nd shift (12:00 - 21:00), 5 days p/week, rotating from Sunday-Thursday to Tuesday-Saturday.

• 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 re-establish 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 fibre cabling including initial installation testing as well as connectivity issues with previously deployed copper or fibre 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

• Educated to GCSE level or equivalent; further education in a technical vocation advantageous
• 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 Power Edge and HP Pro Liant 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 Power Vault DAS, Net App and EMC Isilon NAS systems preferred
• Must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends. This is 2nd shift so 1pm-10pm.
• 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 phone etiquette
• Must be proficient with productivity software including, but not limited to, Microsoft Office and Open…