Cloud Administrator II

Summary

Join Rackspace Technology as a Cloud Computing Administrator and provide technical support to customers globally. Resolve technical issues via phone and ticketing systems, escalating as needed. Administer and improve customer cloud platforms and infrastructure. Troubleshoot monitoring alerts and create tickets. Collaborate with account managers and build strong customer relationships. Develop expertise in cloud platforms like Azure, AWS, or Google Cloud. Adhere to company security policies and procedures. This role offers remote work opportunities in specific Mexican states.

Requirements

• Regional equivalent to a High School Diploma
• Technical education or job-acquired knowledge related to the duties of the role
• 1 – 2 years of Cloud or System Operations Administration experience
• Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
• Strong verbal and written communication skills and the ability to communicate basic technical information with team members
• Strives for performance improvements in oneself and peers
• Leads by example and motivates team members
• Organizational skills with the ability to provide quality at pace
• Ability to handle multiple tasks and prioritize work under pressure
• Ability to work at a team level as well as an individual level
• Ability to interact confidently with more senior and/or skilled areas of the business
• Able to communicate constructive feedback effectively
• Ability to adapt to changing business and technology requirements
• Sound problem-solving and troubleshooting skills

Responsibilities

• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
• Secure, administer, and improve customer technical issues which can include cloud platform and infrastructure services, user management and permissions, or other software issues
• Troubleshoot monitoring alerts and create tickets accordingly
• Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving
• Escalate support requests according to escalation procedures
• Perform incident management identification, assist in managing and escalation
• Ensure adherence to customer & SLA commitments
• Manage personal ticket cue and monitor ticket response times and take appropriate actions to ensure team response time targets are met
• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
• Collaborate and share knowledge with other administrators on the support floor
• Provide Fanatical Experience to customers in all the above
• Developing OS troubleshooting knowledge for Linux and Windows
• Developing expertise in a cloud computing platform, such as Azure, AWS, Google, Openstack, etc
• Developing knowledge to provide increased level of investigation into issues such as application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades
• Developing understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux
• Basic ability with cross platform troubleshooting tasks such as virtualization, containers, disk storage, encryption, security, network connectivity, NFS, DNS, SSL/TLS, firewalls, and load balancers
• Basic knowledge of DevOps and/or Micro-services with at least one technology including Chef, Puppet, Ansible, Docker, Kubernetes, Azure Container Service etc
• Basic understanding of patching - documents changes based on requests for change
• Basic ability to apply change control procedures
• Requires broadened technical skills in analytical/ scientific methods or operational processes to perform a defined array of activities
• Understands how the team integrates with others to accomplish the team objectives

Preferred Qualifications

Requires AWS, Azure, GCP, OpenStack, or other cloud computing certification

Benefits

Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla