Data Center Operations Technician I

Rackspace - Ashburn, VA3.9

The Data Center Operations Technician title is shared by two separate functional roles; the first focuses on the hardware and software provisioning while the other focuses on the installation and termination of copper and fiber network cable. Both own the responsibility of ensuring that all IT infrastructure, including customer configurations, within the data center environment has been configured and deployed to specification.

Key Accountabilities:
Utilize custom management software and internal ticketing system to provide customer support
Assign physical locations and IPs for simple customer configurations
Complete customer configuration installations; including hardware modification, operating system installation, mounting of devices within cabinets and completion of all required cabling
Build fully functioning servers utilizing x86-based hardware components
Install Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX Server on supported x86-based hardware platforms
Configure simple operating system storage requirements including file system, disk management and RAID technologies
Simple operating systems administration to include troubleshooting of login, password and connectivity issues
Configure and establish local area network (LAN) connectivity and remote access to customer configurations utilizing SSH or Terminal Services/Remote Desktop Services and Remote Access Controllers
Complete the configuration, cabling and deployment of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances
Complete the configuration, cabling and deployment of storage devices including DAS and NAS arrays
Install, terminate and test all structured cabling within the data center environment adhering to industry standard
Pull, route and dress all CAT 5e, CAT 6, multi-mode or single-mode fiber cabling within the data center environment adhering to industry standard
Terminate CAT 5e or CAT 6 cabling with 8P8C modular connectors (RJ45) or into patch panels (110 block)
Terminate CAT 5e or CAT 6 cable per requirements as straight-through, crossover or rollover
Install pre-terminated multi-mode or single-mode fiber between fiber patch panels, network or storage devices and customer servers
Utilize Fluke (or similar) copper and fiber testers to certify successful installation and termination of structured cabling
Troubleshoot copper and fiber structured cabling to resolve connectivity issues
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 (please note your KPI’s are the outputs of each of the accountabilities)

Customer configurations are provisioned and installed prior to the specified delivery date
Attention to detail and adherence to build instructions ensure customer configuration rework is not required
Copper and fiber cabling is installed and terminated in a manner that ensures the highest standards both functionally as well as aesthetically
Troubleshooting and problem solving capabilities lead to accurate and timely resolution of technical events
All production and provisioning activities are quality controlled and adhere to published policy and process to ensure Global alignment
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
Process and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due date
All work areas are clean and organized with specific areas designated for all moveable items

MAIN CONTACTS (external/internal):
Data Center Operations Team Lead (daily: direct manager)
Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks)
External/Internal Customers/Vendors (daily: status of customer issues, configurations and tasks)
Rackspace Vendors (varies: supervision and oversight of work undertaken)

High School diploma or equivalent required; University or College degree preferred
Minimum 6-months experience or ability to show familiarity with building, repairing or upgrading hardware components required
Minimum 6-months experience in a customer service oriented position preferred
Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred
Experience with Dell PowerEdge and HP ProLiant rack server hardware preferred
Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS preferred
Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches preferred
Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems 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 proficient with productivity software including, but not limited to, Microsoft Office and Open Office as well as email client software
Must be able to lift 50 lbs 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
Open (Accepting) of Feedback
Ability to Identify Problems
Solicits input from others when making decisions
Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers. We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!

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Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.