Rackspace Technology
Location
Work from home | India
Job description
Shift : Must be ok to work in 24x7 environment ( inculding night shift )
The Support Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation. This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. Responsible for the engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Key Responsibilities
Technical point of escalation to the OS Support and Engineering teams resolving customer issues, working in collaboration with partners across the business, as required
Lead customer engagements (both technical and non-technical)Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting and customer infrastructure
Mentor and assist Rackers across the OS Function
Provide exceptional customer support via the phone, and ticketing systems
Collaborate and share knowledge with other Engineers and Administrators on the support floor
Acting as an escalation point that encourages others in problem solving
Ensure adherence to customer & SLA commitments for self and team
Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing with the autonomy and ability to suggest and implement changes to customer solutions and can impact process change and continued improvement
Ability to apply fundamental knowledge to solve complex customer issues
Help ensure adoption of policy, standards, and rocedures on the team, holding team members accountable to high work standards and work performed
Participate in most complex ticket escalations
Owns customer issues until resolution with limited transfer of ownership (high closure rate)
Person Specification
Knowledge
Strong knowledge of Windows Server Operating Systems.
Strong knowledge of server hardware, networking, backup, and storage solutions
Strong knowledge of designing, implementing, analyzing, and troubleshooting highly available systems
Strong understanding of services and protocols commonly used in hosting environments including but not limited to web servers, database servers, mail servers, name servers such as:
Windows: Server Failover Clustering, Active Directory, IIS
Proficient knowledge of Database Servers:
Windows: MSSQL
Proficient knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)
Proficient knowledge of Cloud Platform Products (Azure/AWS/GCP)
Basic knowledge of Project Management methodologies
Proficient knowledge in the application of current and emerging network software and hardware technology and protocols
Intermediate scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go
Required
Bachelor's degree in Computer Science, Management Information Systems, or a related technical field
At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement if substitution allowed, regional equivalent to High School Diploma is required.
Experience
Required
5 - 7 years of experience in OS Systems Engineering and Administration
Job tags
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