Windows Enterprise Support Engineer, Government Services - US
Location: San Antonio
Posted on: May 20, 2019
Windows Enterprise Support EngineerPRIMARY RESPONSIBILITY:
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 processor and makes
recommendations for 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 customer's technical issues which
can include OS level, web server, database server, applications
server, DNS, SMTP, or other software
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 imaginative as well
as practical ways. Excellent knowledge of Windows 2000/2003 server,
IIS 5 & 6, active directory, DNS, SMTP, and TCP/IP. Excellent
knowledge of DNS, including diagnostics with Windows system tools.
Continually expands knowledge in the areas of new developments and
trends; may make recommendations to management on desirable
additions and developments.
Expert troubleshooting of the Windows OS, IIS, SQL, and other
applications. Provides consulting service to customer on building
solutions to meet customer needs. Responsible for technical aspect
of customer visits both in the office and at customer locations
including presentations. Ensures customer satisfaction with
follow-ups. Handles level-appropriate customer support requests via
the ticket system. Creates and maintains customer loyalty by
serving customers above and beyond their expectations. Exercises
judgment in decision-making to routinely deliver FANATICAL customer
support. Due to the 24x7x365 operations of the business, must be
able to work a flexible work schedule, may include nights,
weekends, holidays, etc.
Performs tasks with little supervision, receives escalations from
others. Mentors and coaches individual contributors
High school diploma or equivalent required. MCSA or MCSE
certification preferred. Requires 8 years' experience in systems
administration or related field, including a minimum of 2 years'
web hosting experience. Familiarity with Rackspace tools, systems
and infrastructure. Bachelor's degree in Computer Science,
Engineering, or related field preferred.
General office environment. May require long periods sitting and
viewing a computer monitor. Moderate levels of stress may occur at
times. No special physical demands required.
Keywords: Rackspace, San Antonio , Windows Enterprise Support Engineer, Government Services - US, Government & Protective Services , San Antonio, Texas
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