Rackspace

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Linux Administrator - L3

Linux Administrator - L3

Req # 
36699
Location(s) 
UK-Greater London-Hayes
Category 
Customer Relationship & Support

Job Overview

Overview & Responsibilities

The Linux System Administrator is a key element within the Rackspace support infrastructure and is expected to provide fanatical support to our customers with a high level of professional care and technical support via the phone and ticketing system.

 

As a Systems Administrator you are expected to apply thorough problem-solving techniques to identify the source of the problem and own the issues through to resolution, whilst keeping the customer up-to-date and reassured with updates over the phone and ticketing system.

 

This role carries important elements of leadership and mentorship to junior members of the team, and therefore advocates documentation and knowledge sharing, mentoring, and processes and procedure reviews.

 

You will own complex customer issues which may take several days or weeks to resolve and keep 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.

 

The Linux System Administrator will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

 

 

Key Accountabilities:

  • Provide exceptional customer support via the phone, and ticketing system
  • Own level-appropriate customer requests and issues, seeing them through to resolution
  • Receive escalations from junior Linux Systems Administrators or other areas of the technical operations organisation
  • Work with and escalate to other administrators or support teams according to escalation procedures
  • Mentoring junior team members
  • Knowledge sharing, delivering brown bags, and writing documentation 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 Service Delivery Managers and Business Development Consultants to build strong customer relationships
  • Collaborate with fellow system administrators and support team members
  • Contribute to defining and reviewing policy and process standards, and signing off on them where appropriate
  • Provide Fanatical Support® in all interactions

Qualifications

Technical:

  • The L3 Linux System Administrator has an advanced knowledge of:
  • Servers/computer hardware and software
  • Linux OS (including Red Hat/CentOS and Ubuntu)
  • Applications, services and protocols commonly used in hosting environments:

               - Web servers
               - Database servers
               - Clusters
               - Mail Servers
               - DNS / Name servers
               - Monitoring
               - Backups and restores

  • Networking concepts and devices

              - Firewalls
              - Loadbalancers
              - IDS
              - VPN
              - SSL

  • Migrations of data and services

 

Qualifications and Relevant Experiences:

  • A minimum of three to four years’ experience in a related field
  • Has mastered the Systems Administration role
  • An IT/Computer or engineering related degree/diploma or related field
  • Linux certifications such as Linux+, RHCSA/RHCE/RHCA or similar
  • Excellent written and verbal communication skills

 

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