Data Center Operations TechnicianThe 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.Job DescriptionKey AccountabilitiesUtilize custom monitoring software and internal ticketing system to provide customer supportIdentify and troubleshoot simple hardware failures on x86-based servers, including hardware component replacementsTroubleshoot simple operating system storage issues, including file system, disk management, and RAID technologiesSupport servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux, or VMWare ESX ServerPerform basic operating systems administration, troubleshooting login, password, and connectivity issuesTroubleshoot LAN connectivity issues and reestablish remote access using SSH, Terminal Services/Remote Desktop, or Remote Access ControllersComplete troubleshooting, configuration, and replacement of network hardware such as switches, firewalls, load balancers, and security appliancesHandle storage device troubleshooting, configuration, and replacement, including DAS and NAS arraysMaintain customer configurations, including hardware modifications, OS installation, device mounting, and cablingTest and troubleshoot copper and fiber cabling and resolve connectivity issuesCommunicate technical information clearly and professionally to customersFollow security policies, procedures, health and safety, and local regulationsMaintain meticulous 5S and housekeeping standardsDemonstrate consistent, high-level performance and enthusiasm in customer supportBuild trust through honest and transparent communicationKey Performance IndicatorsUnderstanding of Rackspace software tools for monitoring and supportSuccessful completion of customer maintenance and hardware troubleshootingAttention to detail and adherence to maintenance instructionsQuality and policy compliance in customer configurationsEffective troubleshooting and problem-solving skillsRoot cause analysis of incidents and risksCustomer interactions that exceed expectationsTimely process and policy sign-offsOrganized work environmentMain ContactsData Center Operations Team LeadInternal Rackspace PersonnelCustomers and VendorsVendors for supervision and oversightRequirementsDiploma or higher in IT or related fieldsAt least 2 years in IT services and 3 years in Data Centre operationsExperience with hardware building, repairing, or upgradingCustomer service experience preferredCertifications in OS, networking, security, or storage preferredExperience with Dell PowerEdge and HP ProLiant serversExperience with Cisco firewalls, F5 load balancers, Brocade switches, and storage systems preferredAbility to work flexible hours, including weekends and holidaysStrong communication skills and proficiency with productivity softwarePhysical ability to lift 50 lbs and willingness to travel occasionallyPersonal QualitiesEffective communicatorSelf-starterTeam playerOpen to feedbackProblem solverCollaborative decision-makerPosition DetailsFull-time, 40 hours/week, rotating shiftsAbout Rackspace TechnologyWe are multicloud solutions experts, delivering end-to-end solutions across applications, data, and security, with a commitment to innovation, diversity, and inclusion. Join us to embrace technology, empower customers, and shape the future.
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