Rackspace Backup Administrator - AFTER HOURS in San Antonio, Texas
Overview & Responsibilities
As a Managed Backup Administrator at Rackspace you will be responsible for implementing and managing backups, performing data restores, resolving issues including escalation, and working with new and existing customers to create solutions pertaining to the Managed Backup Service at Rackspace. A Backup Administrator is expected to take the initiative on issues and probe deeper into problems to fix root causes to proactively prevent recurrence. Advises on best practices to ensure that customer's backup solutions are reliable, efficient and supportable.
Managed Backup Administrators will be responsible for the following:
Resolves escalated customer issues and manages escalations further to internal support.
Provides basic troubleshooting of backup and restore failures on multiple platforms with varied configurations, while maintaining consistent regular communication with Account Managers, management, and customers.
Performs data restorations for server, file system and or databases upon customer request, in a calm and controlled fashion while maintaining consistent communication with the customer.
Organizes regular audits of backup configurations to ensure quality of service.
Proactively looks to improve and add efficiency to current processes and exercise judgment in the decision-making process in order to provide consistent FANATICAL customer service.
Provides training, troubleshooting, technical advice and direction to other members of the team.
Basic knowledge of data backup and restoration methodologies.
Basic knowledge of, but not limited to MMC consoles, event viewer, basic FTP file transfers, user permissions, and service management within Microsoft Windows Server* and/or the ability to (but not limited to) navigate file systems, editing with vi, identify running services and processes, SSH and FTP, file permissions, and basic network troubleshooting tools within Redhat Linux*.
Basic knowledge of TCP/IP, DNS, Email and networking.
Basic general understanding of databases including Microsoft SQL* and Mysql*.
Ability to communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally; as well as internally and on the phone with customers.
Excellent time management and organizational skills.
Able to work well under pressure and under stressful situations while supporting a customer base of over 18,000.
Self-motivated; ability to maintain excellence in service with moderate supervision.
Basic analytical and problem solving skills.
Ability to successfully work and promote inclusiveness in small groups.
Ability to provide FANATICAL support.
Hours: Tues - Sat. 5:00 PM - 2:00 AM 8 Hour Shifts.
Qualifications for the role:
Approximately 18 months of customer service experience in an Information Technology or FANATICAL customer service environment.
At least 18 months of Microsoft Windows (XP, 2003, 2008 ) and Linux Redhat (4x, 5x) professional system administration experience.
Previous professional experience with Legato Networker, Legato Replistor, Veritas NetBackup, Veritas Backup Exec, CA ARCserve, HP Omniback, Arkeia, Commvault, Ultrabac, or other backup/replication software preferred.
Fluency in a foreign language preferred.
A+, Network+ certifications preferred.
High school diploma or equivalent required.
Req # 33318
Work Location US-TX-San Antonio-CSTL
Location(s) US - TX - San Antonio
Category System Administration / Engineering