Systems Operations Administrator I

hace 7 días


Desde casa, México Rackspace A tiempo completo

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.

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