DC Ops Technician III - UK

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(TM) 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 Data Centre Operations Technician (L3) owns the responsibility of all IT Infrastructure, including customer configurations, within the data centre environment ensuring all customer server environments are secure, operational and maintain 99.999% uptime.

You must be able to work a flexible schedule, supporting a team doing 24x7x365 coverage, including holidays and weekends. This role is 3rd (night) shift: 20:30–06:30, 4 days per week. Rotates from Sun-Weds to Weds-Sat.

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 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 re-establish 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 fibre cabling including initial installation testing as well as connectivity issues with previously deployed copper or fibre 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

Requirements

• Educated to GCSE level or equivalent; further education in a technical vocation advantageous
• 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
• Experience with Dell PowerEdge and HP ProLiant rack server hardware preferred
• Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS preferred
• Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches preferred
• Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems preferred
• Must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends. This is 2nd shift so 1pm-10pm.
• 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 over head
• Must have reliable transportation and be willing to occasionally travel (2-4 wks/yr)

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

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.