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hace 2 semanas
Serves as a key element within the Rackspace support infrastructure and has ownership of technical support for a designated customer base. Provides consulting service to customers on building, maintaining, and upgrading systems to meet customer needs. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of
**Careel Level Summary**:
- Performs tasks with little supervision, receives escalations from others. Mentors and coaches individual contributors.
**Key Responsibilities**:
- Owns the technical support for the customer base; tracks issues, ensures resolution at the appropriate level.
- Ensures customers receive a Fanatical Support experience.
- Understands customer configurations and analyzes strengths, weaknesses, opportunities and threats.
- Collaborates with customer to proactively address weaknesses and opportunities.
- Collaborates with internal and external teams to provide support.
- Troubleshoots and resolves system service issues and OS level issues.
- Receives and resolves issues escalated from lower level admins.
- Creates and maintains customer loyalty by serving customers above an beyond their expectations.
- Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc.
**Knowledge**:
- Advanced knowledge of servers/computer hardware and software.
- Strong knowledge of DNS, including diagnostics with Microsoft tools.
- Expert working knowledge of Windows OS.
- Expert knowledge of network fundamentals.
- Advanced knowledge of SQL, Windows Server, IIS, Active Directory, and Powershell.
- Advanced understanding of multi-cloud service offering and products (ex: AWS, GCP, Azure, etc).
- Drive to continually expand knowledge in the areas of new technological developments and trends.
- Attention to detail in documenting information and ability to show ownership of follow-through in customer resolutions.
- Solid problem-solving abilities coupled with a desire to take on responsibility.
- Strong written and verbal communications skills.
- Written and verbal Spanish and English skills are a must, ability to communicate in Portuguese is strongly desired.
- Strong presentation skills across all levels of the organization.
- Ability to develop and maintain relationships with key external stakeholders at various business levels.
**Education**:
- High school diploma or equivalent required. Requires a high school diploma/GED. Bachelor’s degree in Computer Science, Engineering, or related field preferred
**Experience**:
- 4-6 years system administration experience requiring expert level OS knowledge and advanced knowledge of IIS, SQL, DNS; including a minimum of 2+ years web hosting experience.
- Experience requiring advanced knowledge of storage clustering.
This can be a remote position if you are in Jalisco, CDMX, NL, and Colombia.
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