Provide administration for cloud computing platforms, networks, and systems. Responsible for delivering a great customer experience. Serves as an escalation point to provide technical support to customers over chat, phone and via support tickets. Responsible for responding to the Rackspace global support ticket queues and completing first line resolution to issues in scope. Expected to follow process, display good judgment in decisions and to create and maintain customer loyalty by going above and beyond the customer’s expectation. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Key Responsibilities:
- Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing.
- Secure, administer, and improve customer technical issues which can include cloud platform and infrastructure services, user management and permissions, or other software issues.
- Troubleshoot monitoring alerts and create tickets accordingly.
- Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving.
- Escalate support requests according to escalation procedures.
- Perform incident management identification, assist in managing and escalation.
- Ensure adherence to customer & SLA commitments.
- Manage personal ticket cue and 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.
Qualifications:
- 3 years of related experience to the duties of the role.
- Requires AWS, Azure, GCP, Openstack, or other cloud computing certification.
- Proficient OS troubleshooting knowledge for Linux and Windows.
- Proficient expertise in a cloud computing platform, such as Azure, AWS, Google, Openstack, etc.
- Proficient knowledge to provide increased level of investigation into issues such as application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades.
- Proficient understanding of OS specific webhosts and database. technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux.
- Developing ability with cross platform troubleshooting tasks such as virtualization, containers, disk storage, encryption, security, network connectivity, NFS, DNS, SSL/TLS, firewalls, and load balancers.
- Developing knowledge of DevOps and/or Micro-services with at least one technology including Chef, Puppet, Ansible, Docker, Kubernetes, Azure Container Service etc.
- Developing understanding of patching - documents changes based on requests for change.
- Developing ability to apply change control procedures.
- Requires broadened technical skills in analytical/ scientific methods or operational processes to perform a defined array of activities.
- Understands how the team integrates with others to accomplish the team objectives.
This role will primarily be focused on weekends, covering late first or second shift, with responsibilities that include both morning and evening work.
Selected candidates must be able to c
omplete and quality for CJIS clearance
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