DC Ops Technician - UK

Rackspace Technology; Crawley; On-site; GBP 27,000 - 38,000; Full time

Job summary

Rackspace Technology seeks a Data Center Operations Technician to own IT infrastructure within the data centre, ensuring customer environments are secure, operational and achieving high uptime.

Responsibilities include monitoring via internal tools, hardware fault troubleshooting on x86 servers, OS/storage issue resolution, and supporting Windows, Linux and VMware ESXi environments. 4 nights a week night shift is required.

Qualifications

• Experience with major server hardware platforms (Dell PowerEdge/HP ProLiant).
• Able to troubleshoot simple OS/storage issues and RAID.
• Basic LAN troubleshooting and remote access work.
• Experience with monitoring tools and ticketing systems is preferred.
• Strong written and verbal communication, professional etiquette.

Responsibilities

• Provide 24x7x365 data center IT support and customer configurations.
• Troubleshoot hardware failures on x86 servers and replace components.
• Resolve simple OS storage issues, including RAID and file system tasks.
• Support Windows, Linux, and VMware ESXi environments.
• Troubleshoot LAN connectivity and remote access using SSH/Remote Desktop.
• Configure and replace network devices (switches, firewalls, load balancers).
• Handle storage devices (DAS, NAS) maintenance and cabling.

Skills

Dell PowerEdge

HP ProLiant

LAN troubleshooting

Communications

Documentation

Education

GCSE level or equivalent

Technical vocation education advantageous

Tools

Cisco ASA

ASA‑X series

F5 BigIP

Brocade ADX

Cisco Catalyst/Nexus switches

NetApp Isilon NAS

Dell PowerVault DAS

Job description

The Data Center Operations Technician owns the responsibility of all IT Infrastructure, including customer configurations, within the data centre environment ensuring all customer server environments are secure, operational and maintain 99.999% uptime.

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 re-establish 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 fibre cabling including initial installation testing as well as connectivity issues with previously deployed copper or fibre 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 co-workers
• • Communicate in an honest, transparent manner focused on building trust amongst customers and co-workers
• • 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

Knowledge:

• • 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, 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 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

Education:

• • Educated to GCSE level or equivalent; further education in a technical vocation advantageous

Certifications

• • Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred

Other Skills

• • Previous experience or ability to show familiarity with building, repairing or upgrading hardware components required
• • Previous experience in a customer service-oriented position preferred

This role is for Third Shift (Night Shift). Normal working hours are 21:00h-07:00h, 4 nights a week with Sun-Wed and Wed-Sat shift pattern.