DC Ops Technician III

2 Months ago • All levels • Administrative

Job Summary

Job Description

The DC Ops Technician III at Rackspace Technology is responsible for meticulous data center migrations, ensuring the successful relocation of server infrastructure, network components, and storage systems. This role demands precise auditing, preparation, and execution, adhering to strict protocols. Key responsibilities include utilizing monitoring software, troubleshooting hardware and OS issues (x86 servers, storage, RAID), completing customer configuration maintenance (hardware modifications, OS installations, cabling), troubleshooting copper and fiber cabling, providing clear technical communication, and maintaining 5S practices. The position requires a flexible schedule, covering 24x7x365 operations, including holidays and weekends (either 2nd or 3rd shift).

Must have:

Meticulous attention to detail
Data center migration expertise
Hardware & OS troubleshooting
Cabling expertise (copper & fiber)
24/7 availability (shift work)
Excellent communication skills

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Job Details

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

The DC Ops Technician III is responsible for the detailed auditing, preparation, and execution of data center migrations. This role requires meticulous attention to detail and adherence to strict migration protocols to ensure the successful relocation of server infrastructure, network components, storage systems, and associated cabling.

You must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends. We require someone to cover either the 2nd shift (1pm-10pm, 5 days p/week) or 3rd shift (9pm-7am, 4 days p/week).

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 (please note your KPI’s are the outputs of each of the accountabilities)

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 maintenances and hardware troubleshooting
Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required
Customer configuration maintenances 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
Process and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due date
All areas of responsibility are clean and organized with specific areas designated for all moveable items

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