Systems Operations Administrator I

Mexico - Remote(Jalisco/Mexico Only)

Rackspace logo
Rackspace
As a cloud computing services pioneer, we deliver proven multicloud solutions across your apps, data, and security. Maximize the benefits of modern cloud.
Apply now Apply later

Serves as a key element within the Rackspace support infrastructure and provides technical support toour customers over the phone, chat and/or via support tickets. Maintains, troubleshoots, and supports a varied set of customer solutions utilizing technologies across the Rackspace product portfolio. The Administrator creates and fosters customer loyalty by exemplifying the Fanatical Experience and embodyingRackspace’s Core Values.

Career Level Summary

  • Requires basic skills in an analytical or scientific method or operational process
  • Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
  • Works with close supervision

Critical Competencies

  • Service Delivery Effectiveness: Learns about SLAs within scope of own work and how to assess service delivery outcomes against desired standards
  • Value Analysis: Provides customers with basic, standard information regarding products/offerings
  • Other Incidental tasks related to the job, as necessary.
  • Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
  • Secure, administer, and improve customer technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues
  • Troubleshoot monitoring alerts and create tickets accordingly
  • Escalate support requests according to escalation procedures
  • Second rollover point for inbound customer calls
  • Perform incident management identification, assist in managing and escalation
  • Ensure adherence to customer & SLA commitments
  • Monitor ticket response times and take appropriate actions to ensure team response time targets are met
  • Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
  • Collaborate and share knowledge with other administrators on the support floor
  • Provide Fanatical Experience to customers in all the above

Knowledge

  • Basic OS troubleshooting knowledge with OS specialism in either Windows or Linux
  • Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands
  • Basic understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for Linux
  • Basic understanding of SSL & DNS
  • Basic understanding of Active Directory for Windows specialization
  • Prefer basic understanding of patching - documents changes based on requests for change
  • Prefer basic ability to apply change control procedures
  • Prefer familiarity with basic cross platform troubleshooting tasks
  • Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack
  • Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities
  • Understands how the assigned duties relate to others in the team and how the team integrates with others

Skills

  • Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
  • Intermediate verbal and written communication skills and the ability to communicates basic technical information with team members
  • Strives for performance improvements in oneself and peers
  • Leads by example and motivates team members
  • Organizational skills with the ability to provide quality at pace
  • Ability to work at a team level as well as an individual level
  • Ability to interact confidently with more senior and/or skilled areas of the business
  • Able to communicate constructive feedback effectively
  • Ability to adapt to changing business and technology requirements

Education & Certifications

  • Required Regional equivalent to High School Diploma
  • Technical education or job acquired knowledge related to the duties of the role.
  • Preferred: Higher education classes related to technology
  • Requires MTA, MCP, MCSA, or MCSE for Windows specialization
  • Requires LPIC-1 or RHCSA for Linux specialization

About Rackspace TechnologyWe 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.  More on Rackspace TechnologyThough 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.
Job region(s): North America
Job stats:  1  0  0
  • Share this job via
  • or

Explore more Remote Work and WFH career opportunities