DC Ops Technician III (9 month FTC)

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.The DC Ops Technician III (Level 3) is responsible for the detailed auditing, preparation, and execution of data center migrations. This role requires meticulous attention to detail and adherence to strict migration protocols to ensure the successful relocation of server infrastructure, network components, storage systems, and associated cabling.You must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends. We require someone to cover the 3rd shift (9pm-7am, 4 days p/week). Key Accountabilities Utilize custom monitoring software and internal ticketing system to provide customer supportIdentify and troubleshoot simple hardware failures on x86-based servers to include the replacement of failed hardware componentsTroubleshoot simple operating system storage issues including, disk management and RAID technologiesComplete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets and completion of all cabling needs requiredTroubleshoot copper and fiber cabling including initial installation testing as well as connectivity issues with previously deployed copper or fiber cablingProvide technical communication relating to customer configurations in a concise, professional mannerAdhere to company security policies and procedures, including health and safety and local governing requirements as directedExecute and maintain meticulous 5S and housekeeping practicesDemonstrate no less than full performance in a continuous, consistent, measurable mannerDemonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkersCommunicate in an honest, transparent manner focused on building trust amongst customers and coworkers Key Performance Indicators (please note your KPI’s are the outputs of each of the accountabilities) Demonstrate a clear understanding of Rackspace software toolsets required for the monitoring and support of customer configurationsDemonstrate the ability to successfully complete customer configuration maintenances and hardware troubleshootingAttention to detail and adherence to maintenance instructions ensure customer configuration rework is not requiredCustomer configuration maintenances are quality controlled and adhere to published policy and process to ensure Global alignmentTroubleshooting and problem solving capabilities lead to accurate and timely resolution of technical eventsAll customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis methodAll customer interactions, both internal and external, are conducted in a manner that delights customersProcess and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due dateAll 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 environmentPrevious experience or ability to show familiarity with building, repairing or upgrading hardware components requiredPrevious experience in a customer service oriented position preferredIndustry recognized certifications in operating systems, networking, security and/or storage technologies preferredMust be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekendsMust be able to prioritize work in a fast paced, high pressure environmentMust possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquetteMust be proficient with productivity software including, but not limited to, Microsoft Office and Open Office as well as email client softwareMust be able to lift 50 lbs / 25 kg over headMust have reliable transportation and be willing to occasionally travel (2-4 wks/yr) Success in the role requires the following personal qualities: Effective CommunicatorSelf StarterTeam PlayerWelcomes FeedbackAbility to Identify ProblemsSolicits input from others when making decisions

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