Enterprise Support Engineer-LINUX

System Administration Reston, Virginia


Description

Linux Enterprise Support Engineer--Government Services

NOTE: THIS POSITION IS BASED IN RESTON, VA.
RELOCATION IS NOT AVAILABLE.

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 problems, web server, database server, applications server, LAMP stack problems, user management and permissions, storage, network, security or application issues.  This role may be on call 24x7x365 and is the premier role of Fanatical Support.

 KNOWLEDGE/SKILLS/ABILITY: 

  • Advanced knowledge of servers/computer hardware and software. Strong knowledge of bindings, including diagnostics with LINUX command line or GUI tools. 
  • Expert working knowledge of Linux OS (including variants). Expert knowledge of network fundamentals. 
  • Advanced knowledge of relevant web services, mail, MBU, Linux and monitoring applications.
  • Advanced knowledge of MySQL/Mongo. Drive to continually expand knowledge in the areas of new technological developments and trends.
  • Ability to develop and maintain relationships with key external stakeholders at various business levels
  • Solid problem-solving abilities coupled with a desire to take on responsibility.
  • Strong written and verbal communications skills, bi-lingual skills a plus. Strong presentation skills.  Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions.
  • 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.

 JOB COMPLEXITY: 

  • Ensures customers receive a Fanatical Experience. Creates and maintains customer loyalty by serving customers above and beyond their expectations
  • Owns the technical support for the customer base; collaborates with customer to proactively address weaknesses and opportunities. Understands customer configurations and analyzes strengths, weaknesses, opportunities and threats.
  • Tracks issues, ensures resolution at the appropriate level. Troubleshoots and resolves system service issues and OS level issues. Receives and resolves issues escalated from lower level admins.
  • Collaborates with internal and external teams to provide support. .  . 

 SUPERVISION: 

  • Performs tasks with little supervision, receives escalations from others. Mentors and coaches individual contributors.

 EXPERIENCE/EDUCATION:

  • Bachelor’s degree in Computer Science, Engineering, or similar; MSCS/MSCE is a plus.
  • 8+ years’ experience in Linux/Unix systems administration is required
  • A big plus is CURRENT certification in Linux (RHCE, LINUX+ or similar)
  • 2+ years web hosting experience.
  • Familiarity with Rackspace tools, systems and infrastructure. or related field preferred.
  • High school diploma or equivalent required.

 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%.

 PERSON SPECIFICATION: 

  • Must be a U.S. Citizen.
  • Must be able to pass a Public Trust background check at hire.
  • May require further DOD security clearance

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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.