Data Center Operations Technician III

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.

Location: On-site at the Rackspace facility in Ashburn, VA.
Schedule: 7 am - 4 pm Monday - Friday

Key Responsibilities:
• Utilize custom monitoring software and an internal ticketing system to provide customer support
• Identify and troubleshoot simple hardware failures on x86-based servers, including 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
• Demonstrate a clear understanding of the Rackspace software toolsets required for the monitoring and support of customer configurations
• Demonstrate the ability to complete customer configuration maintenance 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 adheres 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 a 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 movable items

Knowledge/Skills/Abilities:
• Intermediate knowledge of engineering, design, configuration, installation, maintenance, and upgrade of the local area network (LAN) and/or wide area network (WAN)
• Intermediate knowledge of servers and various software applications
• Must be able to lift 50 lbs overhead
• Analytical Skills
• Database Management
• ERP Software Skills
• Audit Skills
• Investigative Skills
• Low Voltage Cabling
• Network/Systems Skills
• Process Improvement
• Project Management

Education/Experience:
• High School Diploma or regional equivalent required
• Bachelor's Degree required, preferably in a field related to the role. At the manager’s discretion, additional relevant experience may substitute degree requirement
• 3 - 4 years of total applicable work experience required; requires a minimum of 2 years of experience in the role duties
• Industry-recognized certifications in operating systems, networking, security, and/or storage technologies preferred

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from
$57,000/year up to $69,000/year. Pay is based on several 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 bonuses or incentives, equity awards, and an Employee Stock Purchase Plan (ESPP). Learn more about the benefits at Rackspace.

Location: On-site at the Rackspace facility in Ashburn, VA.
Schedule: 8 am - 5 pm Monday - Friday

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