Systems Operations Administrator I
hace 7 días
Must reside in one of the following states: Mexico City, State of Mexico, Aguascalientes, Jalisco, Nuevo Leon, Queretaro, Puebla
Must be fluent in English
Job Summary:
A System Administrator is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers over the phone, via chat, and in support tickets.
A System Administrator is the owner of complex customer issues which may take several days or weeks to resolve.The Sys Admin applies creative problem-solving techniques to identify the source of problems; while at the same time keeping the customer updated via the ticketing system and phone.
A System Administrator is expected to use initiative and advise on potential pitfalls that a customer may experience, using existing or planned methods, and suggest alternatives that may better serve the stability and security of the customer's solution.
Work Location:
Remote
Key Responsibilities:
- Provide exceptional customer support via ticketing system, chat, and phone calls.
- Ownership of level appropriate customer requests and issues, seeing them through to resolution.
- Escalation of support requests to senior systems administrators and other support teams according to escalation procedures.
- Holding team members accountable to high work standards.
- Mentoring junior team members.
- Knowledge sharing via brown bags and knowledge base articles.
- Receive Escalations from Support Specialists and Level I Windows Systems Administrators.
- Work with Account Managers and Business Development Consultants to build strong customer relationships.
- Due to the
24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc. - Help assist with customer implementation calls.
- Share information and knowledge with the support floor as appropriate.
- Can adapt communication methods and personal style as appropriate to meet the needs of the situation.
- Understand, sign off on, and follow defined policy and process standards.
- Schedules and coordinates levelappropriate maintenance.
- Have an understanding what other department responsibilities are that support leverages
- Ticket Contribution and Phone/
Chat Availability:
Working as a team to serve our customers, helping the overall team hit their metrics and maintaining individual metrics to be in line with peers.
- Customer rating on work done
- High ticket review percent average
- High level of first pass yield on written or QC'd maintenance
Qualifications:
- Windows Server 2003, 2008, and 2012 configuration and troubleshooting.
- Microsoft clustering and related technologies (AD and SAN).
- DNS configuration and troubleshooting.
- FTP configuration and troubleshooting.
- IIS site configuration, SSL provisioning and installation, troubleshooting. Performance troubleshooting working knowledge of resource monitoring tools (e.g. task manager, performance monitor, and other 3rd party tools like SysInternals).
- Server hardware components.
- Microsoft clustering and related technologies (AD and SAN).
- Networking concepts and network devices.
- SQL Server administration tasks and troubleshooting.
- Ability to identify and troubleshoot compromised servers
- Passionate about technology and has a desire to constantly expand technical knowledge.
- Ability to handle multiple tasks and prioritize work under pressure.
- Demonstrates sound problem solving abilities, coupled with a desire to take on responsibility.
- Possesses excellent written and verbal communication skills; bilingual skills is a plus.
- Ability to identify process improvements within the team and devise solutions.
- At least 2 years commercial experience in a related field.
- Computer related degree or equivalent
- Willingness to work weekends and holidays when required as business dictates as
needed for a 24/7 environment.
Discover your inner Racker:
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