Linux Operations Engineer II-1

US-VA-Blacksburg
Req #
35897
Category
System Administration / Engineering

Overview & Responsibilities

The Operations Engineer is focused on operational support of multiple systems for multiple Products. Their efforts target short term solutions, quick fixes.

 

A key element within the Rackspace DevOps Team and is expected to provide a high level of technical support to our customers via systems operations administration and serves as an escalation point for customer facing support.  Primary responsible for infrastructure optimization, monitoring, and up-time.  Responsible for escalated customer issues that 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.  Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system.

 

Coordinates terminal orders and cable installation, network system planning, upgrading, monitoring, testing, and servicing.  Approves action requests and specifies purchase requirements.  Responsible for solving customer's technical issues, which can include OS level, webserver, database server, applications server, DNS, SMTP, or other software issue. 

 

  • JOB COMPLEXITY: Monitors alerts, resolves and/or escalates accordingly.  Handles level-appropriate customer support requests via the ticket system.  Escalates support requests (phone/ticket) according to escalation procedures.  Works to prevent and solve problems that are unique to the cloud space, including, but not limited to, web servers, database servers, cache accelerator servers, mail servers, ftp servers, backend storage systems, and load balancers and the interactions of these devices with one another.  Schedules and coordinates level-appropriate maintenance.   Troubleshoots and resolves system service issues and OS level issues. 
  • SUPERVISION: Self driven; ability to manage position without direct supervision. 

Qualifications

KNOWLEDGE/SKILLS/ABILITY: General knowledge of servers/computer hardware and software.  General knowledge of DNS, including diagnostics with UNIX tools.  General knowledge of Network fundamentals, including diagnostics with UNIX tools.  General knowledge of RedHat Linux.  General knowledge of system services (i.e., Apache, Mail transfer agents (sendmail, postfix, qmail), FTP, SSH and DNS).  Continually expands knowledge in the areas of new developments and trends; may make recommendations to management on desirable additions and developments. 

 

EXPERIENCE/EDUCATION:

 

  • High school diploma or equivalent required.  Requires approximately 2-4 years experience working in a computer technical field.  Bachelor’s degree in Computer Science or Engineering related field or equivalent work experience, preferred. 
  • Ability to develop and debug web applications. Scripting and debugging skillset for PHP, PERL, RUBY, PYTHON, or another advanced language with level II/III competency.  
  • Networking abilities including diagnostics with Unix tools.  
  • Knowledge of Apache, MySQL, Postfix, and LDAP management and configuration. 
  • General knowledge or familiarity with Backups, RAID, Package Management, Firmware, Directory Services, Load Balancing, and System Optimization required.  
  • Basic knowledge or familiarity with System Design, Storage, HTML, and OS/DISTR required. 
  • Technical certifications (i.e., RHCE, MCITP-SA/DBA, RHCT, A+, CompTIA, MySQL, CCNA, and CCIE) and/or demonstrable familiarity with Virtualization, CDN, Patching, HTML, Certifications, and Caching are a plus.
  • Able to touch type 50-60 wpm.  
  • Good ability to handle multiple tasks and prioritize work in order to maintain required productivity levels.
  • Must be detailed in documenting information and practice good follow through techniques.  
  • Minimum of 1-2 years working in the Rackspace environment or equivalent FANATICAL customer support work place. 
  • General problem solving abilities, coupled with a desire to take on responsibility.  Possesses good written and verbal communication skills; bi-lingual skills is a plus.  Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc.

PHYSICAL DEMANDS: 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.

 

 

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