• Senior Linux System Administrator

    Location(s) UK-Greater London-Hayes
    Req #
    System Administration / Engineering
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!


    More on Rackspace


    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

    Overview & Responsibilities

    The Principle 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


    • The Senior 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
    •  An IT/Computer or engineering related degree/diploma or related field is advantageous
    • Linux certifications such as Linux+, RHCSA/RHCE/RHCA or similar
    • Excellent written and verbal communication skills