Resolve escalated customer backup and restore issues. Able to effectively work with and manage escalations with all other Rackspace departments.
Troubleshooting of backup failures and issue resolution on multiple platforms with varied configurations. Perform emergency data restorations for server, file system and or databases upon customer request in a calm and controlled fashion while maintaining consistent, professional communication with the customer.
Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process to provide consistent FANATICAL customer service.
Share and provide training, troubleshooting, technical advice and direction to other members of the team.
Knowledge of data backup and restoration methodologies. Basic understanding and ability to navigate and control Operating Systems including Microsoft Windows Server (2008, 2012, 2016), Linux Red Hat and CentOS (4x, 5x, 6x, 7x) Basic knowledge of TCP / IP, DNS, Email and networking Basic general understanding of databases including Microsoft SQL 2008, 2012, 2016 (Enterprise & Standard) plus MySQL (4x, 5x, 6x).
Experience using CommVault backup applications on client servers is a distinct advantage. Strong analytical and problem-
solving skills. Able to communicate in a clear and concise manner both in written form of emails and ticket comments plus verbally on the phone.
Excellent time management, prioritization and organizational skills. Able to work well under pressure and in stressful situations while supporting a customer base of over 5500.
Self-motivated; ability to maintain excellence in service without reliance on supervision.
About RackspaceRackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work.
We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people we call them Rackers.
We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry).
Are you a Racker? Join us!
More on RackspaceRackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary.
But, being a Racker a valued member of a winning team on an inspiring mission is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.
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