Cloud Engineer II - Hyper-V

Mexico - Guadalajara, Jalisco

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ROLE REQUIREMENTS:Delivering Fanatical Support to our customers requires a strong mix of technical and interpersonal skills; from a technical standpoint, you will need to be able to support Microsoft Hyper-V in addition to either Windows or Linux.  You will also need to have first-rate customer service skills and be able to integrate into and contribute to a high performing team. As a Level II engineer in the team, you work a variety of issues incoming via phone, support queue, or escalations from L1 and L2 Engineers.  Aside from your reactive work, you are expected to spend a small amount of your time contributing to the team processes, documentation and automation. Minimum Technical Requirements:          5+ years of systems administration experience2 year of experience supporting Windows Hyper-V environmentsProficient knowledge of server hardware, networking, backup, and storage solutions. Understanding of automation toolsets such as PowerShell DSC, Chef or Puppet.Experience using PowerShell for administration.Certs Preferred Technical Requirements: Microsoft 20740A – Installation, Storage, and Compute w/ Windows Server 2016RHCSAExperience with Microsoft Azure Site RecoveryProficient knowledge of OS, including but not limited to: Server Failover Clustering, Active Directory, IIS                                                                                                                                        Additional RequirementsStrong communication skills enabling you to work with customers on the phone and through ticket updates, providing clear technical guidance and carefully managing customer expectations.  Meticulous attention to detail; documenting all work to a high standard enabling other engineers to pick up the issue later.  Know when to escalate issues and when to own through to resolution.  Collaborate with Account Managers and Business Development Consultants to build strong customer relationshipsCollaborate and share knowledge with other Engineers and Administrators on the support floorStrong willingness to learn new technologies in order to keep up with the high pace of change in the industry.Demonstrate sound problem-solving skills coupled with a desire to take on responsibilityStrong written and verbal communication skills, both highly technical and non-technical KEY ACCOUNTABILITIES & PERFORMANCE INDICATORSThe key accountabilities for this role are:Deliver Fanatical Support on the Microsoft Hyper-V platform.Respond to customer support requests via both the ticket and phone systems within our SLA commitments.Act as a point of escalation for the Level 1 engineers.Create, check and execute on planned maintenances for customers.Troubleshoot outages or degradations in customer environments.Carry out administrative tasks such as patching and backup.Drive strong customer satisfaction (measured through the Net Promoter Score system)Own issues on behalf of customers, escalating inside the team or working in collaboration with other teams where needed.Create key documentation and processes for the team. The typical KPI’s for this role are:Volume:Phone availability, phone calls taken, missed phone calls.Tickets updated, tickets closed.(optional) $MRR value of builds completed.Quality:NPS feedback from customers.Peer review.Efficiency:Consumption of automation.Impact of automation or process creation. 
*Preferred shift timing is 1 pm to 10 pm Central time zone*Remote position

About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and 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 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.
Job region(s): North America
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