Windows Enterprise Support Architect - Strategic Accounts

System Administration Chicago, Illinois San Antonio, Texas Austin, Texas


PRIMARY RESPONSIBILITY: 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 and via support tickets. The owner of complex customer issues which may take several days or weeks to resolve. 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 via the ticketing system. Expected to use imitative 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. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Manages the load configuration of a central data communication processor and makes recommendations for purchase or upgrade of data networks. Coordinates terminal orders, network system planning, upgrading, monitoring, testing, and servicing. Defines, designs, and implements network communications and solutions using the Windows system. Responsible for solving customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, or other software issue.

• KNOWLEDGE/SKILLS/ABILITY: Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. Excellent knowledge of Windows 2000/2003 server, IIS 5 & 6, active directory, DNS, SMTP, and TCP/IP. Excellent knowledge of DNS, including diagnostics with Windows system tools. Continually expands knowledge in the areas of new developments and trends; may make recommendations to management on desirable additions and developments.
• JOB COMPLEXITY: Acts as a SME for specialized technologies, and is viewed as a valuable resource on the support floor. Identifies and executes technical projects to improve the technical support function at Rackspace. Expert troubleshooting of the Windows OS, IIS, SQL and other applications. Provides consulting service to customer on building solutions to meet customer needs. Responsible for technical aspect of customer visits both in the office and at customer locations, includes presentations. Ensures customer satisfaction with follow ups. Handles level-appropriate customer support requests via the ticket system. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises judgment in decision-making in order to routinely deliver FANATICAL customer support. Mentors and coaches Rackers on the technical support floor. Due to the 24x7x365 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc.
• SUPERVISION: Provides input during the performance and merit review process. Responsible for scheduling and ensuring adequate coverage. Facilitate technical meetings. Identify coaching and development opportunities for technicians. Assist the team lead as appropriate. Serves as a back up to Team Leader.
• SKILLS/EXPERIENCE: Bachelor’s degree required, preferably in Computer Science, Engineering, or related field, AND 10 years system administration experience requiring expert level OS knowledge and advanced knowledge of Apache, MySQL, PhP; including a minimum of 2+ years web hosting experience. MCSA or MCSE certification preferred. Experience requiring a strong knowledge of storage clustering. Familiarity with Rackspace tools, systems and infrastructure. Able to touch type 50-60 wpm. Excellent ability to handle multiple tasks and prioritize work in order to maintain required productivity levels. Must be detailed in documenting information and practice good follow through techniques. Excellent problem solving abilities, coupled with a desire to take on responsibility. Possesses excellent written and verbal communication skills. A high school diploma and 12 years of additional relevant experience may substitute for the degree requirement.
• 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.