Enterprise Support Engineer - Windows

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. Works with multiple Account teams to complement the goals and tasks of the business on a daily basis. Due to the 24x7 operations of the business, Associate Support System Engineers may occasionally require on-call coverage overnight and on weekends and holidays. 

  • KNOWLEDGE/SKILLS/ABILITY: Thorough knowledge and love of Windows operating system. Advanced knowledge of servers/computers hardware and software, DNS and networking fundamentals including diagnostics with Windows tools. Inherent problem-solver with desire to learn and take on responsibilities. Inherent problem-solver with desire to learn and take on responsibilities.  Excellent written and verbal communication skills with ability to communicate technical issues to both nontechnical and technical audiences. 
  • JOB COMPLEXITY: Plan and execute project related work, including server, network and datacenter migrations. Perform Quality Control passes and plan, as well as execute, complex maintenances. Deliver outstanding customer outcomes while working with new bleeding-edge technologies. Grow into the Support Systems Engineer role through training and mentoring. Engage with manager, lead tech and account manager daily to help coordinate workload. Design and troubleshoot network communications and solutions using various platforms. Install, configure, update and troubleshoot services for customers, such as OS level concerns, web server, database server, applications server and mail; includes Nginx, Apache, PHP, RHCS clustering, MySQL, FTP, SSH and DNS. Teach customers “how to fish” by advising on technical issues; this includes designing and implementing solutions to meet business needs, including advanced software and hardware updates, that will improve the performance and reliability of the system.  Collaborate with fellow system administrators, engineers and support team members by leading projects and creating/teaching technical coursework to junior team members. Provide Fanatical Support in all interactions.
  • SUPERVISION: Receives little instruction on day-to-day work, and general instructions on new assignments.
  • EXPERIENCE/EDUCATION: High school diploma or equivalent required. Bachelor’s degree in computer science, engineering or equivalent work experience preferred. Requires approximately 5+ years working in a computer technical field, 3+ years in an enterprise server environment, or 2+ years in web hosting environment. Technical certification including Windows+, RHCSA and RHCE strongly 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. Occasional domestic travel, less than 10%.

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.