• PT Linux Administrator - 1st Shift

    Location(s) US-TX-San Antonio
    Req #
    System Administration / Engineering
  • Overview & Responsibilities

    Part Time 1st Shift / Varied Hours between 8:00 AM - 6:00 PM / Remote Possible


    The Linux System Administrator is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, chat, and ticketing system.  This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process.  The Linux System Administrator is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution.  Technical issues can include the OS level (including file permissions, kernel tuning, and user management); web, mail, and database servers; and web services and protocols (including DNS, FTP, and SMTP).  The role will also support many elements of the Rackspace Cloud product portfolio, including Cloud Servers and RackConnect. 


    The Linux System Administrator will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.




    Key Accountabilities


    • Provide exceptional customer support via the phone, chat, and ticketing system
    • Own level-appropriate customer requests and issues, seeing them through to resolution
    • Receive Escalations from Support Specialists and Level I Linux Systems Administrators
    • Escalate support requests to next level administrators and other support teams according to escalation procedures
    • Mentoring of junior team members
    • Knowledge sharing via brown bags and knowledge base articles
    • Schedule and coordinate level-appropriate maintenances
    • Monitor ticket response times and take appropriate actions to ensure team response time targets are met
    • Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
    • Collaborate and share knowledge with other system administrators on the support floor
    • Review and sign off on defined policy and process standards