DC Ops Technician V - Weekend 1st shift

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
• •Sat- Wed
• •7am to 4pm EST

JOB REQUIREMENTS:

Key Accountabilities

Utilize custom monitoring software and internal ticketing system to provide customer support

Identify and troubleshoot complex hardware failures on x86-based servers to include the replacement of failed hardware components

Troubleshoot complex 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

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 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

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

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

Utilize Rackspace software toolsets to drive and complete work globally, across data centers when required

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

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 correcting formatting as needed

Ensure that process and policy training amongst the team is completed 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 3-years experience working in a data center environment or equivalent technology background required

Minimum 3-years experience or ability to show familiarity with building, repairing or upgrading hardware components required

Minimum 3-years 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 required

Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS required

Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches and ASR series routers required

Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems, EMC VMAX and VNX SAN systems required

Must prepare and deliver technical training sessions for data center staff

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 including the resolution of escalated issues and events

Must have experience leading root cause analysis investigations

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

Minimum 2-years as an employee of Rackspace preferred

Qualifications:

Must be able to work in the US on an unrestricted basis.

High School Diploma or equivalent is required.

8-years’ experience working in a data center environment.

Able to build, repair or upgrade hardware components.

Strong understanding of storage RAID configurations and requirements.

Some knowledge of Data Center Engineering, Including three phase power, busway power distribution systems, and power and thermal capacity planning.

Must be able to lift 50 lbs. overhead

Success in the role requires the following personal qualities:

Excellent Verbal and Non-Verbal Communication

Finds issues and solutions ahead of need

Takes the lead on a team when needed

Actively solicits feedback from others

Ability to proactively solve problems

Rational decision making in high pressure situations

#LI-DB1 #LI-Onsite



Our compensation reflects the cost of labor across several geographic markets. The compensation range for this position ranges from $79,619.00/year in our lowest geographic market up to $116,699.00/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 d