Stellenausschreibung

The Data Center Operations Technician owns 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% uptime.

The shift manning is designed to be 24/7/365, this means shifts will comprise weekdays and weekends, including bank holidays. This is a second shift position working 5 days per week, 13:00 - 22:00.

Key Accountabilities

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, disk management and RAID technologies
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 amongst customers and coworkers

Key Performance Indicators

Utilize custom monitoring software and internal ticketing system to provide customer support
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 maintenance and hardware troubleshooting
Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required
Customer configuration maintenance 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 Senior Manager (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

Educated to GCSE level or equivalent (Realschulabschluss); education in a technical vocation required, preferably in a Data Center environment
Previous experience or ability to show familiarity with building, repairing or upgrading hardware components required
Previous experience in a customer service oriented position preferred
Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred
Must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends
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 / 25 kg over head
Must have reliable transportation and be willing to occasionally travel (2-4 wks/yr)

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