Data Center Technician - AU -Sydney

Job description
The Data Center Operations Technician owns the responsibility of all IT Infrastructure, including customer configurations, within the data center environment ensuring all customer server environments are secure, operational and maintain ++.+++% uptime.

Job Description

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 file system, disk management and RAID technologies

Support servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX Server

Simple operating systems administration to include troubleshooting of login, password and connectivity issues

Troubleshoot simple local area network (LAN) connectivity issues and reestablish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers

Complete the troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances

Complete the troubleshooting, configuration and replacement of storage devices including DAS and NAS arrays

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

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)