Windows Enterprise Support Engineer, Government Services - US

Professional Services Reston, Virginia San Antonio, Texas Somerset, New Jersey


Windows Enterprise Support Engineer

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 and via support tickets. The owner of complex customer issues which may take several days or weeks to resolve. Applies creative problem-solving techniques to identify the source of problems; while at the same time keeping the customer aware of every step along the way via the ticketing system. 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. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Manages the load configuration of a central data communication processor and makes recommendations for purchase or upgrade of data networks. Coordinates terminal orders, network system planning, upgrading, monitoring, testing, and servicing. Defines, designs, and implements network communications and solutions using the Windows system. Responsible for solving customer's technical issues which can include OS level, web server, database server, applications server, DNS, SMTP, or other software issues.


Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. Excellent knowledge of Windows 2000/2003 server, IIS 5 & 6, active directory, DNS, SMTP, and TCP/IP. Excellent knowledge of DNS, including diagnostics with Windows system tools. Continually expands knowledge in the areas of new developments and trends; may make recommendations to management on desirable additions and developments.

Expert troubleshooting of the Windows OS, IIS, SQL, and other applications. Provides consulting service to customer on building solutions to meet customer needs. Responsible for technical aspect of customer visits both in the office and at customer locations including presentations. Ensures customer satisfaction with follow-ups. Handles level-appropriate customer support requests via the ticket system. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises judgment in decision-making to routinely deliver FANATICAL customer support. Due to the 24x7x365 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc.

Performs tasks with little supervision, receives escalations from others. Mentors and coaches individual contributors
High school diploma or equivalent required. MCSA or MCSE certification preferred. Requires 8 years' experience in systems administration or related field, including a minimum of 2 years' web hosting experience. Familiarity with Rackspace tools, systems and infrastructure. Bachelor’s degree in Computer Science, Engineering, or related field preferred.

General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required.