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Systems Administrator
Job Type: Full-Time
Description:
The System Administrator provides technical support and technical consulting for Rackspace Intensive Hosting customers. Administrators have both direct (phone) and indirect (via email) contact with customers to assist in troubleshooting and maintaining complex web server configurations. Level IV technicians have an extensive knowledge of web hosting technologies of Microsoft operating systems, and are able to handle over 90% of all customer issues that may arise.
- Provide first-class customer service at all times. Go above and beyond
to solve any and all customer issues. Customer service focus is a must.
- Proactively monitor customer trouble tickets.
- Ensure that all tickets and phone calls are handled within appropriate
service level agreement timeframes.
- Escalate tickets as needed
- Serve as an escalation point for lower level support technicians.
- Participate in rotating on-call schedule as a senior member of customer
operations.
Requirements:
- Advanced knowledge of Windows 2000 or 2003
- Working knowledge of complex web hosting configuration components, including
firewalls, load balancers, web and database servers
- Well versed in: IIS, Active Directory, and MS SQL
- Skilled in backup and disaster recovery strategies
- Excellent written and verbal communication skills
- Demonstrated analytical/problem solving ability
- Time management and organizational skills
- Ability and desire to learn new skills quickly
- Experience in the following a plus: ASP, PHP, Perl, Visual Basic
Our Ideal Candidate Will:
Think "Big Picture" with regards to our customer's business goals. Always go above and beyond for the customer. Be well organized, a problem-solver, and have a "do-it-now" attitude. Enjoy working with customers and people in general. Be a perpetual learner. Think proactively for the success of the customer and ultimately 4D Internet. MSCE or equivalent certification is preferred.