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Custom Systems Engineer - Windows

Custom Systems Engineer - Windows

Req # 
UK-Greater London-Hayes
Customer Relationship & Support

Job Overview

Overview & Responsibilities

As the #1 Managed Cloud Company, Rackspace is hiring a Windows Custom Systems Engineer to support the Windows consultancy, project management and Professional Services capabilities of Custom.


Using your deep technical expertise, it will be key to document and ensure that governance is in place to ensure a robust support model is in place, particularly as a pipeline of Professional Services engagements is developed for the CSE Team in 2018. Additionally, as one of the Windows SME’s within the CSE team, this is a unique role to be responsible for cascading this knowledge to all other team members as a coach and mentor where appropriate, to promote the Windows consultancy capabilities of the team. Finally, there is a requirement to have strong engagement and stakeholder soft skills, from the outset to work collaboratively with Windows Rackers outside of Custom, to ensure they are given support but also that they are explicitly aware of the value and service offering of the Windows CSE Racker.


This role is in the CSE team in Custom. The Custom Team is responsible for providing industry leading Fanatical Support™ to Rackspace’s largest, strategic customers, typically with an MRR of $100k+. The team offers a unique blend of Business As Usual, Project and Professional Services consultancy support, where the management of these customer environments is complex and carries a high degree of risk over longer contract lengths.





Key Accountabilities


  • Whether BAU, Project or PS support, to deliver a consistent, qualitative and repeatable level of consultancy support on all occasions
  • Documentation of all support and governance provided in these activities
  • To act as a Windows SME within the CSE Team
  • To promote the Windows capabilities and value of the CSE Team to Custom and to Rackspace
  • To assist both the CSE Manager and the Professional Services team in maximising the growing business demand for the CSE team to support Windows-focused PS activities
  • Ability to respond to and manage to a blend of BAU, Project and PS Windows requests (customer, PS, stakeholders)
  • Leverage automation and delivery mechanisms for efficiency and scalability
  • Drive strong customer satisfaction (NPS) through Fanatical Support
  • Collaborate with Windows stakeholders outside of Custom, developing a strong and positive support network, as well as clarity of the unique Windows CSE vision, purpose and value





Strong demonstrable experience and skills in the following areas are either mandatory or beneficial.




  • Excellent working knowledge of management of a Windows server estate, displayed through support, project management or Professional Services engagements (3-5 years+)
  • Maximising of server performance, server/service migration capabilities and Server / SQL clustering
  • Examples of providing automation tools, models and scripting which have reduced repetitive work within a support team
  • Examples of certifications achieved within the MS Windows estate (MCSE, MCSA, SQL Server etc) and/or a clear commitment to continue to refresh this certification path and personal development
  • Examples of input into customer-facing projects which have resulted in positive customer outcomes and business value, executed to a high degree of customer satisfaction
  • Desire to cross-skill and develop technical skillset to meet the changing needs of customers as they migrate to a Multi-Cloud environment
  • IIS, Active Directory and MS Exchange expertise also of particular value
  • Design of native Cloud applications, Cloud application design patterns and practices
  • Service Oriented Architectures (SOA)
  • Application Lifecycle Management (ALM)
  • Ability to support customers interfacing Integrated Development Environments with Cloud Infrastructure




  • Knowledge of hybrid Cloud technologies. Hands on experience with OpenStack, VMware, Hyper-V, but in particular in the Microsoft Azure product stack
  • AWS or Azure certifications achieved and/or working towards
  • Experience with application and platform performance analytics tools such as AppDynamics or NewRelic
  • Project management and Lifecycle qualifications (Prince2)
  • ITIL Foundation or above




  • Ability to build a strong rapport with customer and internal support teams in a Managed services environment
  • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy
  • Willingness to research and self-study to keep technical skills relevant
  • Strong coach/mentoring skills
  • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise
  • Experience of IT experience in hosting infrastructure and applications
  • Bachelor’s degree in computer science or engineering related field or equivalent work experience