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

• Identify and troubleshoot complex hardware failures on x86-based servers, including the replacement of failed hardware components

• Troubleshoot complex operating system storage issues, including file system and 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 maintenance, 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

• 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 complete customer configuration maintenance and

hardware troubleshooting

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

• Customer configuration maintenance is 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 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 among the team is completed by the specified due date

• All areas of responsibility are clean and organized, with specific areas designated for all movable items

• Expert-level knowledge of engineering, design, configuration, installation, maintenance, and upgrade of the local area network (LAN) and/or wide area network (WAN)

• Expert-level knowledge of servers and various software applications

Skills

• Analytical Skills

• Cloud Computing

• Cybersecurity

• Database Management

• ERP Software Skills

• Audit Skills

• Investigative Skills

• Low Voltage Cabling

• Network/Systems Skills

• Process Improvement

• Project Management

• Risk Assessment/Management

• Strategic Planning

• Vendor Management

Education & Experience

• High School Diploma or regional equivalent required

• Bachelor’s Degree preferred

• 7+ years of work experience as a Data Center Operations Technician

• Must be able to lift 50 lbs overhead

LI-AW1

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.