Rackspace Sr. Linux Systems Admin / Compliance - Rackspace Managed Security in San Antonio, Texas

Job Overview

Overview & Responsibilities

A Senior 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 over the phone, via chat, and in support tickets. A Sr. System Administrator is the owner of complex customer issues, which may take several days or weeks to resolve. The Sr. System Administrator applies creative problem-solving techniques to identify the source of problems; while at the same time keeping the customer updated via the ticketing system and phone. A Sr. System Administrator is expected to use initiative and advise on potential pitfalls that a customer may experience, using existing or planned methods, and suggest alternatives that may better serve the stability and security of the customer’s solution.

Maintains diagnoses and administers customer’s solutions using both the Linux platforms. Responsible for solving customer's technical issues which can include OS level (including file permissions, kernel tuning, and user management), web server, database server, applications server, DNS, FTP, SMTP or other software issues. Creates and maintains customer loyalty by serving customers above and beyond their expectations. The role will also support many elements of the Rackspace Cloud product portfolio, including Cloud Servers and RackConnect. Exercises ethical judgment in decision making in order to routinely deliver FANATICAL customer support.

Key Accountabilities

  • Provide exceptional customer support via ticketing system, chat, and phone calls. Ownership of level appropriate customer requests and issues, seeing them through to resolution.

  • Escalation of support requests to senior systems administrators and other support teams according to escalation procedures.

  • Holding team members accountable to high work standards.

  • Mentoring junior team members.

  • Knowledge sharing via brown bags and knowledge base articles.

  • Receive Escalations from Support Specialists and Sr. Linux Systems Administrators.

  • Work with Account Managers and Business Development Consultants to build strong customer relationships.

  • Due to the 24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc.

  • Help assist with customer implementation calls.

  • Share information and knowledge with the support floor as appropriate.

  • Can adapt communication methods and personal style as appropriate to meet the needs of the situation.

  • Understand, sign off on, and follow defined policy and process standards.

  • Schedules and coordinates level-appropriate maintenances.

  • Have an understanding what other department responsibilities are that support leverages.

Qualifications

KNOWLEDGE/SKILLS/ABILITY:

  • 3+ years of experience working knowledge as linux systems admin

  • Working Knowledge of Microsoft Office software, DNS, including diagnostics with UNIX tools.

  • Strong knowledge of Linux OS.

  • Good knowledge of network fundamentals.

  • General knowledge of relevant web services, mail, MBU, Linux, MySQL and monitoring applications.

  • Knowledge of compliance such as PCI or Sarbanes Oxley

  • Drive to continually expand knowledge in the areas of new technological developments and trends.

  • Attention to detail in documenting information and ability to show ownership for follow through in customer resolutions.

  • Solid problem-solving abilities coupled with a desire to take on responsibility.

  • Strong written and verbal communications skills.

  • General knowledge of servers/computer hardware and software. General systems knowledge of platforms or systems used for: SIE, Packet Capture, SSL Decryption, Malware Detection, IDS, Network Monitoring Tools, Ticketing System, Knowledge Base, Web Security Gateways, Email Security, Data Loss Prevention, Anti-Virus, Network Access Control, Encryption, Vulnerability Management

EXPERIENCE/EDUCATION:

  • Requires a high school diploma/GED And 1 – 2 years general technical support experience.

  • Bachelor’s degree in Computer Science, Engineering, or related field preferred.

  • Any technical certifications a plus.

Req # 34655

Location(s) US - TX - San Antonio

Category Cyber Security