Job description
A Technical Lead has an understanding Customer Technical Environment and gathers customer insights like feedback, technical preferences, knows customer environment, business needs, competitive landscape, and maps architecture and digital transformation solutions to customer business outcomes, adapts business models, plans, and solutions to insights. He acts as the voice of the customer by driving new feedback, gaps, blockers, resources, etc.
A key element within the Rackspace support infrastructure, and is expected to provide a high level of technical support to our customers over the phone and via support tickets. The owner of complex customer issues, which may take several days or weeks to resolve. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way via the ticketing system. Expected to use initiative and advise on potential pitfalls that a customer may experience, using existing or planned methods, and suggest alternatives that may better serve the stability and security of the customer’s solution. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Manages the load configuration of a central data communication process and makes recommendations for the purchase or upgrade of data networks.
Coordinates terminal orders, network system planning, upgrading, monitoring, testing, and servicing. Defines, designs, and implements network communications and solutions using the Windows system. Responsible for solving customers’ technical issues, which can include OS level, web server, database server, applications server, DNS, SMTP, or other software issues.
Key Responsibilities
- Develops and expands existing impactful relationships with customers and architects, technical specialists, and technical decision makers.
- Understands the competitor’s architecture solutions and identifies strengths over competitive solutions to drive conversations with customers and convince them of the solution.
- Applies broad technical knowledge across various architecture solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. helps to shape and enhance customers’ requirements.
Knowledge
- Excellent knowledge of Windows 2012/2016/2019 server, IIS Services, Active Directory Roles, DNS, SMTP, and TCP/IP. Practical Linux and Windows-based systems administration skills in a Cloud or Virtualized environment.
- Highly technical and analytical, possessing 7 or more years of IT implementation experience
- Implementation of AWS services in a distributed environment with Microsoft, IBM, Oracle, HP, SAP etc.
- Continually expands knowledge in the areas of new developments and trends
Skills
- Make recommendations to management on desirable additions and developments.
- Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures.
- Resolves a wide range of issues in creative, imaginative, and practical ways.
Education
- High school diploma or equivalent required.
- Bachelor’s degree in Computer Science, Engineering, or related field preferred.
Certifications
- MCSA or MCSE certification preferred.
- AWS certification.
Experience
- Requires 7 years of experience in systems administration or related field, including a minimum of 2 years web hosting experience.
- 5+ years of experience in Architecture and Design of IT systems, design patterns, and frameworks.
- 5+ years of implementation experience with design and architecture of enterprise cloud implementations OR 4+ years of implementation experience with virtualization and data center technologies.
- Excellent communication skills and effective client-facing experience.
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About Rackspace Technology
We 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 Technology
Though 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.
