Windows Support Engineer II
- Rackspace Technology
- 5 - 7 years
- Multi-City, India
- 2 months ago
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- Kolkata, Mumbai, New Delhi, Hyderabad, Pune, Chennai, Bengaluru
Job Description
The Support Engineer 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, ticketing system, and automation. 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. Responsible for the engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. The Support Engineer 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. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Key Responsibilities
- Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
- Lead customer engagements (both technical and non-technical)Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting and customer infrastructure
- Mentor and assist Rackers across the OS Function
- Provide exceptional customer support via the phone, and ticketing systems
- Collaborate and share knowledge with other Engineers and Administrators on the support floor
- Acting as an escalation point that encourages others in problem solving
- Ensure adherence to customer & SLA commitments for self and team
- Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing with the autonomy and ability to suggest and implement changes to customer solutions and can impact process change and continued improvement
- Ability to apply fundamental knowledge to solve complex customer issues
- Help ensure adoption of policy, standards, and rocedures on the team, holding team members accountable to high work standards and work performed
- Participate in most complex ticket escalations
- Owns customer issues until resolution with limited transfer of ownership (high closure rate)
Person Specification
Knowledge
- Strong knowledge of Windows Server Operating Systems.
- Strong knowledge of server hardware, networking, backup, and storage solutions
- Strong knowledge of designing, implementing, analyzing, and troubleshooting highly available systems
- Strong understanding of services and protocols commonly used in hosting environments including but not limited to web servers, database servers, mail servers, name servers such as:
- Windows: Server Failover Clustering, Active Directory, IIS
- Proficient knowledge of Database Servers:
- Windows: MSSQL
- Proficient knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)
- Proficient knowledge of Cloud Platform Products (Azure/AWS/GCP)
- Basic knowledge of Project Management methodologies
- Proficient knowledge in the application of current and emerging network software and hardware technology and protocols
- Intermediate scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go
Education
Required
- Bachelor s degree in Computer Science, Management Information Systems, or a related technical field
- At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.
Experience
Required
5 - 7 years of experience in OS Systems Engineering and Administration
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Services & Consulting
Role Category: IT Network
Role: System Administrator / Engineer
Employement Type: Full time
Contact Details:
Company: Rackspace TechnologyLocation(s): Multi-City, India
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Keyskills: VMware IIS Automation Project management Active directory PHP Windows Troubleshooting Technical support Python
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Rackspace Technology
About Rackspace Technology We are the multicloud solutions experts. We combine our expertise with the world's leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenge...
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