Windows Administrator 2nd Shift

System Administration / Engineering Mexico City, Polanco


Description

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.

Maintains diagnoses and administers customer’s solutions using the Windows platform. Responsible for solving customer's technical issues which can include OS level, web server, database server, applications server, DNS, SMTP or other software issues.  Creates and maintains customer loyalty by serving customers above and beyond their expectations.  Exercises ethical judgment in decision making in order to routinely deliver FANATICAL customer support.

JOB REQUIREMENTS:

Key Accountabilities

  • 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.
  • 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.
  • Share information and knowledge with the support floor as appropriate.
  • Understand, sign off on, and follow defined policy and process standards.
  • Troubleshoots monitoring alerts (SCOM/Nimbus) and creates tickets accordingly.
  • Schedules and coordinates level-appropriate maintenances.
  • Ticket queue management –monitoring ticket response times and taking appropriate actions to ensure team response time targets (SLAs) are met.

 

Key Performance Indicators

  • 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 maintenances

  

ROLE DIMENSIONS

Geographical remit – Americas customer base

 

MAIN CONTACTS (external/internal):

Contact

Frequency

Purpose

 

Customers (phone and ticketing system)

Frequently

Resolve Issues, Seek / Respond to feedback to assist in issue resolution

 

Team Members

Daily

Develop Relationships and collaborate on issues

 

Internal Support Departments

Daily

Engage with internal departments and work together to resolve customer issues

 

 

PERSON SPECIFICATION:  
Level-appropriate knowledge of and/or professional experience with:         

  • Windows Server 2003, 2008, and 2012 configuration and troubleshooting.
  • Basic experience with Active Directory (ie Managing users)
  • Basic DNS configuration and troubleshooting.
  • FTP configuration and troubleshooting.
  • Basic IIS knowledge– site configuration, SSL provisioning and installation, basic
  • Performance troubleshooting – working knowledge of resource monitoring tools (e.g. task manager, performance monitor, and other 3rd party tools like SysInternals).
  • Basic familiarity with networking concepts and devices (OSI Layers 1 & 2)
  • Server hardware components.
  • Basic SQL Server knowledge is a plus, but not required.
  • 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
  • Fluency reading, writing and speaking Portuguese or Spanish at a technical/business level
  • Willingness to work weekends and holidays when required as business dictates.
  • Bachelor’s degree or Equivalent and 1 year of related work experience.
  • At the manager’s discretion, additional relevant experience may substitute for the degree requirement at a rate of 3 years experience for 1 year of higher education. High school diploma/GED required.
  • Microsoft Certifications desirable.
#PRIORITY

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.