Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.The DC Ops Technician III is responsible for the detailed auditing, preparation, and execution of data center migrations. This role requires meticulous attention to detail and adherence to strict migration protocols to ensure the successful relocation of server infrastructure, network components, storage systems, and associated cabling.You must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends. We require someone to cover either the 2nd shift (1pm-10pm, 5 days p/week) or 3rd shift (9pm-7am, 4 days p/week).
Key Accountabilities
1. Utilize custom monitoring software and internal ticketing system to provide customer support
2. Identify and troubleshoot simple hardware failures on x86-based servers to include the replacement of failed hardware components
3. Troubleshoot simple operating system storage issues including, disk management and RAID technologies
4. Complete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets and completion of all cabling needs required
5. Troubleshoot copper and fiber cabling including initial installation testing as well as connectivity issues with previously deployed copper or fiber cabling
6. Provide technical communication relating to customer configurations in a concise, professional manner
7. Adhere to company security policies and procedures, including health and safety and local governing requirements as directed
8. Execute and maintain meticulous 5S and housekeeping practices
9. Demonstrate no less than full performance in a continuous, consistent, measurable manner
10. Demonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkers
11. 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)
12. Demonstrate a clear understanding of Rackspace software toolsets required for the monitoring and support of customer configurations
13. Demonstrate the ability to successfully complete customer configuration maintenances and hardware troubleshooting
14. Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required
15. Customer configuration maintenances are quality controlled and adhere to published policy and process to ensure Global alignment
16. Troubleshooting and problem solving capabilities lead to accurate and timely resolution of technical events
17. All customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis method
18. All customer interactions, both internal and external, are conducted in a manner that delights customers
19. Process and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due date
20. All areas of responsibility are clean and organized with specific areas designated for all moveable items
Main Contacts (external/internal)
21. Data Center Operations Senior Manager (daily: direct manager)
22. Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks)
23. External Customers/Vendors (varies: configuration planning and status communication)
24. External Vendors (varies: supervision and oversight of work undertaken)
Requirements
25. Educated to GCSE level or equivalent (Realschulabschluss); education in a technical vocation required, preferably in a Data Center environment
26. Previous experience or ability to show familiarity with building, repairing or upgrading hardware components required
27. Previous experience in a customer service oriented position preferred
28. Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred
29. Must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends
30. Must be able to prioritize work in a fast paced, high pressure environment
31. Must possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquette
32. Must be proficient with productivity software including, but not limited to, Microsoft Office and Open Office as well as email client software
33. Must be able to lift 50 lbs / 25 kg over head
34. Must have reliable transportation and be willing to occasionally travel (2-4 wks/yr)
Success in the role requires the following personal qualities:
35. Effective Communicator
36. Self Starter
37. Team Player
38. Welcomes Feedback
39. Ability to Identify Problems
40. Solicits input from others when making decisions
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