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Windows Technical Lead

Windows Technical Lead

Req # 
Lead Engineer JT
UK-Greater London-Hayes
Customer Relationship & Support, System Administration / Engineering

Job Overview

Overview & Responsibilities




The Enterprise Segment is responsible for providing industry leading Fanatical Support™ to Rackspace’s Enterprise level customers. Enterprise customers host critical websites with us and have a high expectation for the level of service provided.  As the customer’s primary point of contact with Rackspace the Service Delivery Manager role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded.


The Custom team sits within the Enterprise organisation managing a select number of accounts, these accounts are a combination of high MRR (Monthly Re-occurring Revenue) and/or are identified as being a long term strategic account for Rackspace. Typically these customers are far more complex than the majority of customers in Rackspace. As a result the account team has to work very closely with the business to accommodate customer requirements.


The role of the Lead Infrastructure Engineer is to provide hands on technical support for large and complex problems as well as being a proactive and consultative resource to help customers plan for their future growth and the utilisation of new technologies.  Success in the role requires:


  • A passion for the latest Internet and Hosting technologies
  • In depth knowledge of Windows 2003/2008 and its application in a web hosting environment
  • A creative approach to problem solving
  • Effective communication skills at all levels, technical through to non-technical directors
  • Commercial and business acumen




Key Accountabilities


  • Act as a consultative resource for customers to assist them in achieving their business objectives
  • Pro-actively seek opportunities to review solution architecture then put forward and implement proposals for improvement
  • Support the Service Delivery Manager in customer projects
  • Schedule customer maintenances and ensure appropriate quality checks have been completed
  • Respond to support requests and co-ordinate Rackspace/Customer support teams where appropriate
  • Ensure appropriate technical documentation is in place for customer solutions
  • Attend and participate in monthly/quarterly service review meetings
  • Identify opportunities for growth and pass leads to a Business Development Consultant
  • Mentor and assist in the development of other technical staff





  • Experience of hosting web applications across a variety of Microsoft products
  • A good understanding of Microsoft technologies. Windows Server, Active Directory, IIS, SQL
  • Experience of architecting and managing production environments across Physical, Virtualised and Cloud technologies
  • Experience configuring and troubleshooting high availability solutions, Microsoft Windows and SQL Clustering, loadbalanced Web Farms etc.
  • A solid understanding of Enterprise class Networking, Virtualisation and Storage technologies
  • Excellent communication skills, both written and verbal with great attention to detail
  • Tenacious problem solver, will own issues until full resolution
  • Ability to handle multiple tasks and prioritise work in order to maintain required productivity levels
  • Willingness to research and self-study to keep technical skills relevant.
  • Self-motivated, enthusiastic team player.
  • Strong rapport and relationship building skills with both internal departments and external customers
  • A good level of business awareness and commercial acumen
  • Due to 24x7x365 operation, must be willing to be available for occasional out of hours work
  • Understanding of IT industry working practices.  ITIL foundation certification desirable