The Linux System Administrator is a key element within the Rackspace support infrastructure and is expected to provide an advanced-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.
JOB REQUIREMENTS : Key Accountabilities
Provide exceptional customer support via the phone, and ticketing system
Own level-appropriate customer requests and issues, seeing them through to resolution
Receive Escalations from Level II Linux Systems Administrators
Escalate support requests to next level administrators and other support teams according to escalation procedures
Mentoring of junior team members
Knowledge sharing via brown bags and knowledge base articles
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
Key Performance Indicators
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
Geographical remit Americas customer base
MAIN CONTACTS (external / internal) :
ContactFrequencyPurposeCustomers (phone and ticketing system)FrequentlyResolve Issues, Seek / Respond to feedback to assist in issue resolutionTeam MembersDailyDevelop Relationships and collaborate on issuesInternal Support DepartmentsDailyEngage with internal departments and work together to resolve customer issues
PERSON SPECIFICATION :
Level-appropriate knowledge of and / or professional experience with :
The L3 Linux System Administrator has an advanced knowledge of :
Servers / computer hardware and software
Applications, services and protocols commonly used in hosting environments : web servers, database servers, clusters, mail servers, name servers, backup, monitoring
Networking concepts and devices
Performing root cause analysis of problems
Migration procedures for consultation
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
Constantly improves our Support model and practices and sharing knowledge with team
Acts as a mentor to other System Administrators
Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures;
resolves a wide range of issues in imaginative as well as practical ways
The ideal candidate possesses :
Has mastered the Systems Administration role
A minimum of three to four years’ experience in a related field
A computer-related degree and / or Linux certifications
Excellent written and verbal communication skills (fluency in multiple languages is a plus)
A willingness to work weekends and / or holidays when required as the business dictates
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