Systems Operations Administrator I - Linux ( R-7039 )

Rackspace

Bangalore, India

4h ago

Linux Administrator I - IN Job Code 4301011 FLSA Status Non-Exempt Work Location IND Function Technical Support Career Level Code P1 Career Level Professional Entry H1-B Qualified Job Level 11 Individual Contributor Job Profile Summary The Linux System Administrator is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, chat, and ticketing system.

This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process.

The Linux System Administrator is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution.

Technical issues can include the OS level (including file permissions, kernel tuning, and user management); web, mail, and database servers;

and web services and protocols (including DNS, FTP, and SMTP). The role will also support many elements of the Rackspace Cloud product portfolio, including Cloud Servers and RackConnect.

The Linux System Administrator will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations. Careel Level Summary

Detailed instruction and / or supervision. Critical Competencies Key Responsibilities

Provide exceptional customer support via the phone, chat, and ticketing system

Own level-appropriate customer requests and issues, seeing them through to resolution

Escalate support requests to next level administrators and other support teams according to escalation procedures

Troubleshoot monitoring alerts (SCOM / Nimbus) and create tickets accordingly

Schedule and coordinate level-appropriate maintenances

Monitor ticket response times and take appropriate actions to ensure team response time targets are met

Collaborate with Account Managers and Business Development Consultants to build strong customer relationships

Collaborate and share knowledge with other system administrators on the support floor

Review and sign off on defined policy and process standards

Provide exceptional customer support via the phone, chat, and ticketing system. Own level appropriate customer requests and issues, seeing them through to resolution.

Escalate support requests to next level administrators and other support teams according to escalation procedures. Troubleshoot monitoring alerts.

Schedule and coordinate level-appropriate maintenances. Monitor ticket, chat and phone response times and take appropriate actions.

Collaborate with Technical Account Managers to build strong customer relationships. Collaborate and share knowledge with other system administrators on the support floor.

Review and agree to defined policy and process standards.

Ticket Contribution and Phone / Chat Availability : Working as a team to serve our customers, helping the overall team hit their metrics and maintaining individual metrics to be in line with peers.

Customer rating on work done

High ticket review percent average

High level of first pass yield on written or QC'd maintenances Knowledge

Knowledge of servers, computer hardware and software, Linux OS, applications, services and protocols commonly used in hosting environments : web servers, database servers, mail servers, name servers, backup, and monitoring Knowledge of networking concepts and devices.

Passionate about serving customers. Passionate about technology and has a desire to constantly expand technical knowledge.

Detail-oriented in documenting information and able to own customer issues through resolution. Able to handle multiple tasks and prioritize work under pressure.

Demonstrate sound problem- solving skills coupled with a desire to take on responsibility. Excellent written and verbal communication skills (fluency in multiple languages is a plus).

A willingness to work extended hours, weekends and / or holidays when required as the business dictates. Skills

Level-appropriate knowledge of and / or professional experience with :

The L1 Linux System Administrator has a basic knowledge of : Servers / computer hardware and software Linux OS Applications, services and protocols commonly used in hosting environments : web servers, database servers, mail servers, name servers, backup, monitoring Networking concepts and devices OSI Layers 1 and 2

The System Administrator is : Passionate about technology and has a desire to constantly expand technical knowledge Detail-oriented in documenting information and able to own customer issues through resolution Able to handle multiple tasks and prioritize work under pressure Demonstrate sound problem-solving skills coupled with a desire to take on responsibility

The ideal candidate possesses : A Bachelor’s degree or Equivalent, and 1 year of related work experience Linux certifications Excellent written and verbal communication skills Fluency reading, writing and speaking Portuguese or Spanish at a technical / business level A willingness to work weekends and / or holidays when required as the business dictates At the manager’s discretion, additional relevant experience may substitute for the degree requirement at a rate of 3 years experience for 1 year of higher education.

High school diploma / GED required.

Services and Support Education

High school diploma or equivalent required Certifications

A computer-related training and / or Linux certification Experience

Experience working with customers Physical Demands

General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times.

No special physical demands required. Occasional domestic travel, less than 10%. Travel Disclaimer The above information has been designed to indicate the general nature and level of work performed by employees in this classification.

It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

About Rackspace Technology We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies across applications, data and security to deliver end-to-end solutions.

We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future.

Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent.

Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace Technology Though we’re all different, Rackers thrive through our connection to a central goal : to be a valued member of a winning team on an inspiring mission.

We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe.

We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic.

If you have a disability or special need that requires accommodation, please let us know.

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