DC Ops Production Specialist - US

Data Center Ops Denver, Colorado


Description

***This role will be based in our Denver, CO Data Center***

We are seeking a DC Ops Technician II - Rackspace Government Solutions to own the responsibility of all IT Infrastructure, including customer configurations, within the data center environment ensuring all customer server environments are secure, operational and maintain 99.999% up-time.  

Primary Responsibilities:

  • Utilize custom monitoring software and internal ticketing system to provide customer support
  • Identify and troubleshoot simple hardware failures on x86-based servers to include the replacement of failed hardware components
  • Troubleshoot simple operating system storage issues including file system, disk management and RAID technologies
  • Support servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX Server 
  • Simple operating systems administration to include troubleshooting of login, password and connectivity issues 
  • Troubleshoot simple local area network (LAN) connectivity issues and reestablish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers 
  • Complete the troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances 
  • Complete the troubleshooting, configuration and replacement of storage devices including DAS and NAS arrays 
  • Complete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets and completion of all cabling needs required 
  • Troubleshoot copper and fiber cabling including initial installation testing as well as connectivity issues with previously deployed copper or fiber cabling 
  • Provide technical communication relating to customer configurations in a concise, professional manner 
  • Adhere to company security policies and procedures, including health and safety and local governing requirements as directed 
  • Execute and maintain meticulous 5S and housekeeping practices 
  • Demonstrate no less than full performance in a continuous, consistent, measurable manner 
  • Demonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkers 
  • Communicate in an honest, transparent manner focused on building trust among customers and coworkers  

Key Performance Indicators (please note your KPI’s are the outputs of each of the responsibilities):  

  • Demonstrate a clear understanding of Rackspace software toolsets required for the monitoring and support of customer configurations 
  • Demonstrate the ability to successfully complete customer configuration maintenances and hardware troubleshooting 
  • Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required 
  • Customer configuration maintenances are quality controlled and adhere to published policy and process to ensure Global alignment 
  • Troubleshooting and problem solving capabilities lead to accurate and timely resolution of technical events 
  • All customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis method 
  • All customer interactions, both internal and external, are conducted in a manner that delights customers 
  • Process and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due date 
  • All areas of responsibility are clean and organized with specific areas designated for all moveable items  

MAIN CONTACTS (external/internal):  

  • Data Center Operations Team Lead (daily: direct manager) 
  • Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks) 
  • External Customers/Vendors (varies: configuration planning and status communication) 
  • External Vendors (varies: supervision and oversight of work undertaken)  

REQUIREMENTS:   

  • High School diploma or equivalent required; University or College degree preferred 
  • Minimum 1-year experience working in a data center environment or equivalent technology background required 
  • Minimum 1-year experience or ability to show familiarity with building, repairing or upgrading hardware components required 
  • Minimum 1-year experience in a customer service oriented position preferred 
  • Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred 
  • Experience with Dell PowerEdge and HP ProLiant rack server hardware preferred 
  • Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS preferred
  • Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches preferred 
  • Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems preferred 
  • Must be able to work a flexible schedule, 24x7x365 coverage required including holidays and weekend. 
  • Must be able to prioritize work in a fast paced, high pressure environment 
  • Must possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquette 
  • Must be proficient with productivity software including, but not limited to, Microsoft Office and Open Office as well as email client software 
  • Must be able to lift 50 lbs over head 
  • Must have reliable transportation and be willing to occasionally travel  (2-4 wks/yr)  

Success in the role requires the following personal qualities:   

  • Effective Communicator 
  • Self Starter 
  • Team Player 
  • Welcomes Feedback 
  • Ability to Identify Problems 
  • Solicits input from others when making decisions 

Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us! 

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. 

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.