Storage & Backup Administrator III - IN

Rackspace Technology; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Storage & Backup Administrator to join their dynamic team. In this pivotal role, you will provide high-level technical support, manage complex customer issues, and maintain customer environments across various platforms. Your expertise in storage technologies and exceptional problem-solving skills will ensure customer satisfaction and loyalty. This role offers a unique opportunity to work with advanced storage systems and collaborate with a talented team, all while delivering FANATICAL customer support. If you're passionate about technology and customer service, this position is perfect for you.

Qualifications

• 3+ years of experience with storage and Fiber Channel switches.
• 4+ years in a customer service role.
• Strong troubleshooting and performance tuning skills.

Responsibilities

• Provide top-tier Storage & Backup support to customers.
• Monitor and configure storage systems and SAN switches.
• Manage backup administration and resolve failed jobs.

Skills

Effective communication skills

Analytical and problem-solving skills

Attention to detail

Time-management skills

Basic understanding of storage and backup methodologies

Networking knowledge

Education

BE/B Tech degree

Valid certifications in storage technologies

Tools

Pure Storage

Cohesity

Hitachi storage systems

Dell PowerStore/PowerScale

Brocade Fiber Channel Switches

VMware

PowerShell

Job description

JOB TITLE: Storage & Backup Administrator

PRIMARY RESPONSIBILITY: A Backup & Storage Administrator is a key element within the support infrastructure, expected to provide high-level technical support to Rackspace customers.

As a Backup & Storage Administrator, you will be responsible for managing complex customer issues until resolution, applying best practices and problem-solving techniques. You will maintain, diagnose, and administer customer environments across various platforms, proactively advising customers on potential issues to enhance stability and security.

The role involves creating and maintaining customer loyalty by exceeding expectations and exercising ethical judgment to deliver FANATICAL customer support.

KNOWLEDGE/SKILLS/ABILITY:

• Effective communication skills, both written and verbal, with internal and external customers.
• Experience in environments with enforced change and risk control.
• Strong attention to detail, interpersonal, and time-management skills.
• Self-motivated with the ability to work independently, demonstrating strong analytical and problem-solving skills.
• Knowledge of troubleshooting methodologies, design, and implementation.
• Ability to resolve problems efficiently, handle multiple tasks, and maintain attention to detail.
• Basic understanding of troubleshooting, testing, and performance tuning in storage platforms, including VMware, Windows, and Linux systems.
• Strong networking knowledge, including Fiber Channel concepts and technologies.
• Hands-on experience with Pure, Cohesity, Hitachi, Dell PowerStore/PowerScale, Qumulo, and Brocade Fiber Channel Switches.
• Basic storage and backup methodologies knowledge.
• Excellent time management and organizational skills.
• Ability to work under pressure and stressful situations while supporting customers.

JOB COMPLEXITY:

• Overseeing team KPIs and queue health.
• Handling technical tickets, executing changes, and responding to customer queries based on best practices.
• Coaching team members to develop technical skills.
• Building storage configurations, performing troubleshooting, and managing storage fleet operations.
• Escalating critical issues, performing audits, and providing performance reports.
• Collaborating with customers, vendors, and internal teams for maintenance and upgrades.
• Auditing logs, performance, and data accuracy.
• Scheduling and performing host-side maintenance, upgrades, and system health checks.
• Recommending process and procedure improvements.
• Interacting regularly with customers, account managers, and management.
• Resolving escalated customer issues.

SPECIFIC RESPONSIBILITIES:

• Primary Block Storage Administrator: Monitoring and configuring Pure Storage, PowerStore, and Hitachi storage systems.
• SAN Monitoring and Configuration: Managing Brocade/ Broadcom SAN switches.
• Network Attached Storage: Monitoring Qumulo SMB, Isilon / PowerScale performance, and replication.
• Deploying VMware virtual machines using Python GUI and PowerShell, including OS hardening and auditing.
• Managing backup administration via Cohesity and resolving failed jobs.

KEY ACCOUNTABILITIES:

• Providing top-tier Storage & Backup support.
• Building customer loyalty through exceptional service.
• Owning issues until resolution.
• Supporting customers via phone and tickets.

SUPERVISION:

• Works under minimal supervision, consulting the team for complex tasks.

EXPERIENCE/EDUCATION:

• Minimum 3 years of storage and Fiber Channel switch experience with specified vendors.
• At least 4 years in a customer service role.
• BE/B Tech degree or equivalent experience.
• Valid certifications in storage technologies.