Rackspace Linux Administrator II in San Antonio, Texas
Overview & Responsibilities
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.
Provide exceptional customer support via the phone, chat, and ticketing system
Own level-appropriate customer requests and issues, seeing them through to resolution
Receive Escalations from Support Specialists and Level I Linux Systems Administrators
Escalate support requests to next level administrators and other support teams according to escalation procedures
Mentoringofjunior team members
Knowledge sharing via brown bags and knowledge base articles
Schedule and coordinate level-appropriate maintenances
Monitor ticket response times and take appropriate actions to ensure team response time targets are met
Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
Collaborate and share knowledge with other system administrators on the support floor
Review and sign off on defined policy and process standards
Key Performance Indicators
Ticket Contribution and Phone Availability: Working as a team to serve our customers, helping the overall team hit their metricsand maintaining individual metricsto bein line with peers.
Customer rating on work done
High ticket review percent average
High level of first pass yield on written or QC'd maintenances
Req # 34420
Location(s) US-TX-San Antonio
Category System Administration / Engineering