Azure Cloud Engineer II - UK

United Kingdom - Greater London

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Posted 1 week ago

The Fanatical Support for Azure team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team.
As the #1 Managed Cloud Company, Rackspace is hiring Azure Cloud Administrators to deliver Fanatical Support with Azure. Fanatical Support for Azure includes a wide range of services and features to help customers make the most out of their chosen hosting strategy. Using your technical expertise, you will help customers maintain their application stability and assist with rapid changes using native Azure and 3rd party tools.
Through a hands-on approach, you will be responsible for supporting customers with tasks including: responding to application and infrastructure down time alerts, performing limited environment and OS changes, and interacting with customers via tickets and phones.
At Rackspace we pride ourselves on our ability to deliver Fanatical Support - this means our support team blends technical expertise and strong customer oriented professional skills. Being successful in this role requires:
• Working knowledge of Azure Products & Services, Scaling, Load Balancing, CDNs, Networking etc• Intermediate working knowledge of Windows or Linux operating systems – experience with supporting and troubleshooting stability and performance issues• Basic understanding of central networking concepts: VLANs, layer2/3 routing, access lists & load balancing• Intermediate understanding of design of native Cloud applications, Cloud application design patterns and practices

Key Accountabilities

  • Maintain stability of Azure Cloud environments
  • Respond to customer support requests via tickets and phone calls within response time SLAs
  • Ticket Queue Management and Ticket triaging – escalating to engineers when required & handing over ongoing issues to 24x7 shifts
  • Troubleshoot performance degradation or loss of service as time critical incidents
  • Ownership of issues, including collaboration with other teams and escalation
  • Support the success and development of others in the team
  • Deliver Fanatical Support on the Microsoft Azure platform.
  • Respond to customer support requests via both the ticket and phone systems within our SLA commitments.
  • 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.
  • Key Performance Indicators: Customer Satisfaction scores - NPS. Performance indicators – Ticket queues, response times, first time fix. Quality indicators – Peer review, customer feedback

Person Specification

  • Technical achiever with a strong work ethic, creative, collaborative, team player
  • An intermediate background in Azure and/or demonstrative hosting-specific technical skills: Compute and Networking, Administration and Security
  • At least one Azure industry standard certification (Practitioner, Associate, Professional, or Specialty)
  • Strong communications skills, written and verbal
  • Passion for technology and desire to learn
  • Ability to prioritize under pressure
  • Sound problem solving ability
  • Strong documentation skills
  • Process improvement – identification & solution
  • Educated to degree level or equivalent is an advantage
  • Potential to work weekends and flexible hours
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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): Europe
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