Rackspace is hiring a

Windows Systems Operations Administrator II - 2nd shift

Mexico City, Mexico
Full-Time
Serves as a key element within the Rackspace support infrastructure and provides technical support to our customers over the phone, chat and/or via support tickets.  Owns customer issues through resolution with an emphasis on meeting strict SLA requirements. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way via the ticketing system. Maintains, troubleshoots, and supports a varied set of customer solutions utilizing technologies across the Rackspace product portfolio. The Administrator creates and fosters customer loyalty by exemplifying the Fanatical Experience and embodying Rackspace’s Core Values. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career Level Summary

  • Requires working knowledge and skills to perform a defined set of analytical scientific or operational processes
  • Applies experience and skills to complete assigned work within own area of expertise
  • Leverages standard operating procedures and/or scientific methods
  • Works with a moderate degree of supervision

Critical Competencies

  • Service Delivery Effectiveness: Understands where service gaps can occur within scope of own work
  • Value Analysis: Provides customers with basic, standard information regarding products/offerings
  • English proficiency

Key Responsibilities

  • Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
  • Secure, administer, and improve customer technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues
  • Troubleshoot monitoring alerts and create tickets accordingly
  • Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving
  • Escalate support requests according to escalation procedures
  • Perform incident management identification, assist in managing and escalation
  • Ensure adherence to customer & SLA commitments
  • Manage personal ticket cue and monitor ticket response times and take appropriate actions to ensure team response time targets are met
  • Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
  • Collaborate and share knowledge with other administrators on the support floor
  • Provide Fanatical Experience to customers in all the above

Knowledge

  • Developing OS troubleshooting knowledge with OS specialism in either Windows or Linux
  • Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands
  • Developing understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for Linux
  • Developing understanding of SSL & DNS
  • Developing understanding of Active Directory for Windows specialization
  • Developing understanding of patching - documents changes based on requests for change
  • Developing ability to apply change control procedures
  • Developing ability to perform cross platform troubleshooting tasks
  • Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack
  • Requires broadened technical skills in analytical/ scientific methods or operational processes to perform a defined array of activities
  • Understands how the team integrates with others to accomplish the team objectives

Skills

  • Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
  • Strong verbal and written communication skills and the ability to communicates basic technical information with team members
  • Strives for performance improvements in oneself and peers
  • Leads by example and motivates team members
  • Organizational skills with the ability to provide quality at pace
  • Ability to handle multiple tasks and prioritize work under pressure
  • Ability to work at a team level as well as an individual level
  • Ability to interact confidently with more senior and/or skilled areas of the business
  • Able to communicate constructive feedback effectively
  • Ability to adapt to changing business and technology requirements.
  • Sound problem solving and troubleshooting skills

Education & Certifications

  • Regional equivalent to High School Diploma
  • Technical education or job acquired knowledge related to the duties of the role.
  • Preferred: Higher education classes related to technology
  • Requires Microsoft Certification in a Technology, such as 70-740 for Windows specialization and evidence of work towards higher certification such as MCP, MCSA, or MCSE
  • Requires LPIC-1 or RHCSA for Linux specialization

Experience

  • 1 – 2 years of OS System Operations Administration experience
  • 1 – 2 years of OS System Operations Administration experience in a client-centric ticket queue environment

Physical Demands
General office environment: no special physical demands required
May require long periods sitting and viewing a computer monitor
Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations
Work aligned to set shift hours, may require non-traditional work shift
Ability to accommodate on-call rotations
No travel required


About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
 
 
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.