Cloud Administrator (Support) (AB 48890)

Job Description

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.

JOB REQUIREMENTS:

Key Accountabilities

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

Key Performance Indicators

Ticket Contribution and Phone/Chat Availability: Work as a team to serve our customers, help the overall team obtain their metrics and maintain individual metrics to be in line with peers.

Customer feedback rating on support interactions

Quality assurance review on support interactions

ROLE DIMENSIONS

Geographical remit – Americas customer base

MAIN CONTACTS (external/internal):

ContactFrequencyPurposeCustomers (phones/tickets/chats)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 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

The System Administrator is:

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

The ideal candidate possesses:

Experience working with customers

A computer-related training and/or Linux certifications

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