Windows Enterprise Support Engineer

System Administration Jersey City, New Jersey San Antonio, Texas


PRIMARY RESPONSIBILITY: Serves as a key element within the Rackspace support infrastructure and has ownership of technical support for a designated customer base. Provides consulting service to customers on building, maintaining, and upgrading systems to meet customer needs. 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. Analyzes customer configurations, uses initiative and advises on potential pitfalls that a customer may experience using existing or planned methods and suggests alternatives that may better serve the stability of the customer’s solution. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Solves customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues. This role may be on call 24x7x365 and is the premier role of Fanatical Support. 

  • KNOWLEDGE/SKILLS/ABILITY: Ability to read and interpret Firewall and Load Balancer configurations. Ability to maintain and troubleshoot FTP, HTTP, SSL, and SMTP mail flow. Thorough working knowledge of DNS to include record type requirements. Ability to identify and troubleshoot server performance issues using native OS tools and utilities. Thorough understanding of clustering requirements; ability to build and maintain Microsoft Windows clusters. Ability to troubleshoot Active Directory communication issues.  Ability to install and modify database components; troubleshoot job and/or maintenance plan failures.  Thorough understanding of server hardware components to include RAID configurations and externally attached storage devices. General understanding of server-side scripting uses. Strong working knowledge of IIS to include the ability to maintain and troubleshoot multiple websites and the use of advanced configuration options. Strong knowledge in database backup and restore procedures. Excellent microsoft Networking Operating Systems to include advanced performance tuning and monitoring. IIS and advanced configuration options, including the ability to identify and diagnose application issues using IIS diagnostic tools. Microsoft SQL configuration and troubleshooting skills to include: Clustering, Mirroring, Replication, and the implementation of all optional components. Thorough understanding of server hardening process using Microsoft’s defined security practices. Experience configuring and troubleshooting an active directory environment, to include: domain level trusts, cross domain communication & multi-site replication. Share information and knowledge with the support floor as appropriate.
  • JOB COMPLEXITY: Owns the technical support for the customer base; tracks issues, ensures resolution at the appropriate level. Ensures customers receive a Fanatical Support experience. Understands customer configurations and analyzes strengths, weaknesses, opportunities and threats. Collaborates with customer to proactively address weaknesses and opportunities. Collaborates with internal and external teams to provide support. Troubleshoots and resolves system service issues and OS level issues. Receives and resolves issues escalated from lower level admins. Creates and maintains customer loyalty by serving customers above an beyond their expectations. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc.
  • SUPERVISION: Performs tasks with little supervision, receives escalations from others. Mentors and coaches individual contributors.
  • EXPERIENCE/EDUCATION: Requires a high school diploma/GED AND 4-6 years system administration experience requiring expert level OS knowledge and advanced knowledge of IIS, SQL, DNS; including a minimum of 2+ years web hosting experience. Experience requiring advanced knowledge of storage clustering. Familiarity with Rackspace tools, systems and infrastructure. Bachelor’s degree in Computer Science, Engineering, or related field preferred.
  • PHYSICAL DEMANDS: 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. May require domestic travel to customer sites, conferences and education; less than 15%. 

The above information has been designed to indicate the general nature and level of work performed by employees in this classification.  It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.