DC Ops Technician III

JOB DESCRIPTION:

The 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.

Work Location/Days/Hours:

• •Ashburn, VA
• •Weekend 2nd shift Friday- Monday 3pm - 2am
• •Eligible for shift differential

JOB REQUIREMENTS:

Key Accountabilities

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 reestablish 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 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

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

Key Performance Indicators (please note your KPI’s are the outputs of each of the accountabilities)

Demonstrate a clear understanding of Rackspace software toolsets required for the monitoring and support of customer configurations

Demonstrate the ability to successfully complete customer configuration maintenances and hardware troubleshooting

Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required

Customer configuration maintenances are quality controlled and adhere 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

All areas of responsibility are clean and organized with specific areas designated for all moveable items

MAIN CONTACTS (external/internal):

Data Center Operations Team Lead (daily: direct manager)

Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks)

External Customers/Vendors (varies: configuration planning and status communication)

External Vendors (varies: supervision and oversight of work undertaken)

REQUIREMENTS:

High School diploma or equivalent required; University or College degree preferred

Minimum 1-year experience working in a data center environment or equivalent technology background required

Minimum 1-year experience or ability to show familiarity with building, repairing or upgrading hardware components required

Minimum 1-year experience in a customer service oriented position preferred

Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred

Experience with Dell PowerEdge and HP ProLiant 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 PowerVault DAS, NetApp and EMC Isilon NAS systems preferred

Must be able to work a flexible schedule, 24x7x365 coverage required including holidays and weekend.

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 Office as well as email client software

Must be able to lift 50 lbs over head

Must have reliable transportation and be willing to occasionally travel (2-4 wks/yr)

Success in the role requires the following personal qualities:

Effective Communicator

Self Starter

Team Player

Welcomes Feedback

Ability to Identify Problems

#LI-DB1 #LI-Onsite



Our compensation reflects the cost of labor across several geographic markets. The compensation range for this position ranges from $57,371.00/year in our lowest geographic market up to $84,181.90/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Learn more about benefits at Rackspace.

 About Rackspace Technology

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.

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.