Data Center Operations Technician I
Ashburn, VA

Job Description

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)

REQUIREMENTS:

* 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!

More on Rackspace

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.