Systems Operations Administrator I

**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 level-appropriate 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; bi-lingual 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**:**Racker Life**LI-STORM- #LI-DNI**About Rackspace Technology****More on Rackspace Technology