You must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends. We require someone to cover the 3rd shift (9pm-7am, 4 days p/week).
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, disk management and RAID technologies
- 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 Senior Manager (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
- Educated to GCSE level or equivalent (Realschulabschluss); education in a technical vocation required, preferably in a Data Center environment
- Previous experience or ability to show familiarity with building, repairing or upgrading hardware components required
- Previous experience in a customer service oriented position preferred
- Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred
- Must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends
- 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 / 25 kg 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
- Solicits input from others when making decisions