Windows Support Engineer III - 2nd Weekend shift
Rackspace, Mexico

• Requires working knowledge and experience in own job discipline and broadens capabilities
• Continues to build knowledge of the company, processes and customers
• Performs a range of assignments related to job discipline
• Uses learned and prescribed guidelines or processes in analyzing situations
• Receives a moderate level of guidance and direction

• Systems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted for
• Idea Creation: Provides ideas and designs new solutions, methods and products to update what existed prior
• ADVANCED ENGLISH LEVEL

• Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
• Lead functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the OS Function
• Lead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructure
• Lead Workload/Workforce Management and Optimization related tasks
• Mentor and assist Rackers across the OS Function
• Quality check development of technical training for all Rackers supporting Rackspace Supported OS Products
• Provide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the business
• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
• Collaborate and share knowledge with other Engineers and Administrators on the support floor

• Proficient knowledge of OS, including but not limited to: Server Failover Clustering, Active Directory, IIS
• Proficient knowledge of server hardware, networking, backup, and storage solutions
• Proficient knowledge of designing, implementing, analyzing, and troubleshooting highly available systems
• Proficient understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers
• Intermediate knowledge of MSSQL Server
• Intermediate knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)
• Intermediate knowledge of Cloud Platform Products (Azure/AWS/GCP)
• Intermediate understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers
• Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols
• Basic scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go
• Basic knowledge and applied experience of both Project Management methodologies and Process Improvement best-practice
• Requires expanded conceptual knowledge in own job discipline and broadens capabilities
• Understands key business drivers; uses this understanding to accomplish own work

• Passionate about technology and has a desire to constantly expand technical knowledge
• Detail-oriented in documenting information and able to own customer issues through resolution
• Able to handle multiple tasks and prioritize work under pressure
• Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
• Strong written and verbal communication skills, both highly technical and non-technical
• Fluency in multiple languages is a

Job Rewards and Benefits