Data Center Operations Technician

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.

**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
- 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 able to lift 50 lbs / 25 kg 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

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