• Virtualization Engineer I x2

    Location(s) UK-Cardiff
    Req #
    System Administration / Engineering, VMWare
  • Overview & Responsibilities

    The Managed Virtualization team is responsible for ensuring the confidentiality, availability and integrity of our customers’ critical infrastructure whilst providing industry leading Fanatical Support to both the customers and other segments of the business.


    The Virtualization Engineer will be responsible for the EMEA, APAC and US customer base comprising in excess of 80,000 virtual machines and 10,500 hypervisors.  


    The level 1 engineer is accountable primarily for troubleshooting and configuration of all Managed Virtualization solutions as weel as provisioning and implementation. The level 1 Engineer will be required to be customer facing and able to troubleshoot issues. The majority of the work will be received and solved using Rackspace ticketing system.




    Key Accountabilities:


    • Implementation of Managed Virtualization
    • Provision and implementation of hypervisors and VMs for new and existing customers.
    • Interact with your customer base through a combination of tickets and telephone interaction.
    • Works appropriate level tickets in queue.
    • Troubleshooting and escalating problems with products supporting the Managed Virtualization product including all server hardware, networking and operating systems including Microsoft and Linux.
    • Testing, tuning and documentation of customers Managed Virtualization
    • While conducting the implementation, you will also perform knowledge transfer to customers and look for additional opportunities to help improve their environment.
    • Stay up to date on emerging technologies and products, including attending trainings, attaining certifications and participation in industry events as appropriate.
    • Bring new ideas and methodologies to improve the department.
    • Interaction with support segments in order to provision customers onto the Rackspace Managed Virtualization
    • Monitor and basic maintenance of all related infrastructure.




    • Hands-on technical knowledge of VMware vSphere and Virtual infrastructure in general.
    • Ability to work in a complex ticket based environment.
    • Ability to apply sound troubleshooting methodology in order to isolate and resolve the root cause of reported issues.
    • Intermediate experience of implementing and troubleshooting hypervisors and Virtual Machines.
    • Intermediate experience of implementing and troubleshooting Virtual Networking configurations.
    • Responsible for performing final QC of builds and maintenances.
    • Good understanding of VLAN, routing and virtual switches.
    • Troubleshooting of Hypervisors and Resource related issues.
    • VCP advantageous.
    • Excellent verbal and written communication across all levels of seniority and the customer base.
    • Requires little assistance to perform duties.
    • Escalates to level 2 engineers only after developing a detailed description of issues including, but not limited to known failure points and a hypothesis for root cause.
    • Exhausts all reasonable efforts to solve issues in an independent, collaborative manner prior to escalation.