The Windows Support Engineer II is a key role providing high-level technical support to customers via phone, ticketing systems, and automation.  This involves owning complex issues, keeping customers updated, and designing/developing hardware, software, and networking systems. Responsibilities include acting as a technical escalation point, leading customer engagements, participating in system architecture enhancements, mentoring colleagues, and ensuring adherence to SLAs.  The role requires strong problem-solving skills, excellent communication, and proficiency in Windows Server OS, server hardware, networking, and virtualization technologies.  The engineer will also contribute to process improvement and knowledge sharing within the team.

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<div class="section page-centered" data-qa="job-description"><div><b>Job Family Summary</b></div><div>The Support Engineer 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, ticketing system, and automation.&nbsp; 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.&nbsp; Responsible for the engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. The Support Engineer 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. Keeps informed of emerging technologies.&nbsp; Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.</div><div>&nbsp;</div><div><b>Career Level Summary</b></div><div><span style="font-size: 11pt;">Requires in-depth conceptual and practical knowledge in      own job discipline and basic knowledge of related job disciplines</span></div><div><span style="font-size: 11pt;">Solves complex problems</span></div><div><span style="font-size: 11pt;">Works independently, receives minimal guidance</span></div><div><span style="font-size: 11pt;">May lead projects or project steps within a broader      project or may have accountability for on-going activities or objectives</span></div><div><span style="font-size: 11pt;">Acts as a resource for colleagues with less experience</span></div><div><span style="font-size: 11pt;">Level at which career may stabilize for many years or      until retirement</span></div><div><br></div><div><b style="font-size: 11pt;">Critical Competencies</b></div><div><span style="font-size: 11pt;">Systems      Thinking: Takes a whole systems approach to analyze issues and implements      holistic solutions by ensuring that linkages between structure, people,      process and technology are made</span></div><div><span style="font-size: 11pt;">Idea      Creation: Designs completely new solutions, methods and products, where      nothing existed prior</span></div><div>&nbsp;</div><div><b>Key Responsibilities</b></div><div>Technical      point of escalation to the OS Support and Engineering teams; resolving      customer issues, working in collaboration with partners across the      business, as required</div><div>Lead customer engagements (both technical and      non-technical)</div><div>Participates in tasks related to systems architecture      enhancements, problem management, process improvement, reporting and      customer infrastructure</div><div>Mentor and assist Rackers across the OS Function </div><div>Provide exceptional customer support via the phone, and      ticketing systems</div><div>Collaborate and share knowledge with other Engineers      and Administrators on the support floor</div><div>Acting as an escalation point that encourages others in      problem solving</div><div>Ensure adherence to customer &amp; SLA commitments for      self and team</div><div>Resolve or escalate      level-appropriate technical issues for customers in accordance with team      playbook guidelines via phone and ticketing with the autonomy and ability      to suggest and implement changes to customer solutions and can impact      process change and continued improvement</div><div>Ability to apply fundamental knowledge to solve complex      customer issues</div><div>Help ensure adoption of policy, standards, and      procedures on the team, holding team members accountable to high work      standards and work performed</div><div>Participate in most complex ticket escalations</div><div>Owns customer issues until resolution with limited      transfer of ownership (high closure rate)</div><div>&nbsp;</div><div><b>Person Specification</b></div><div><b style="font-size: 11pt;">Knowledge</b></div><div><span style="font-size: 11pt;">Strong knowledge of &nbsp;Windows Server Operating      Systems.</span></div><div><span style="font-size: 11pt;">Strong knowledge of server hardware, networking,      backup, and storage solutions</span></div><div><span style="font-size: 11pt;">Strong knowledge of designing, implementing, analyzing,      and troubleshooting highly available systems</span></div><div><span style="font-size: 11pt;">Strong understanding of services and protocols commonly      used in hosting environments including but not limited to web servers,      database servers, mail servers, name servers such as:</span></div><div><br></div><div><span style="font-size: 11pt;">Windows: Server Failover Clustering, Active Directory,       IIS</span></div><div><span style="font-size: 11pt;">Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP,       RHCS</span></div><div><span style="font-size: 11pt;">Proficient knowledge of Database Servers:</span></div><div><span style="font-size: 11pt;">Windows: MSSQL</span></div><div><span style="font-size: 11pt;">Linux: MySQL, MariaDB, Percona</span></div><div><span style="font-size: 11pt;">Proficient knowledge of Virtualization Technologies      (I.e.: VMWare, OpenStack, and Hyper-V)</span></div><div><span style="font-size: 11pt;">Proficient knowledge of Cloud Platform Products      (Azure/AWS/GCP)</span></div><div><span style="font-size: 11pt;">Basic      knowledge of Project Management methodologies</span></div><div><span style="font-size: 11pt;">Proficient knowledge in the application of current and      emerging network software and hardware technology and protocols</span></div><div><span style="font-size: 11pt;">Intermediate scripting competency in one or more of the      following languages: PowerShell, Python, PHP, Go</span></div><div><span style="font-size: 11pt;">Requires      in-depth conceptual and practical knowledge in own job discipline and      basic knowledge of related job disciplines </span></div><div><span style="font-size: 11pt;">Has knowledge      of best practices and how own area integrates with others; is aware of the      competition and the factors that differentiate them in the market</span></div><div><br></div><div><b style="font-size: 11pt;">Skills</b></div><div><span style="font-size: 11pt;">Passionate      about technology and has a desire to constantly expand technical knowledge</span></div><div><span style="font-size: 11pt;">Detail-oriented      in documenting information and able to own customer issues through      resolution</span></div><div><span style="font-size: 11pt;">Able to      handle multiple tasks and prioritize work under pressure</span></div><div><span style="font-size: 11pt;">Demonstrate      sound problem-solving skills coupled with a desire to take on      responsibility</span></div><div><span style="font-size: 11pt;">Strong      written and verbal communication skills, both highly technical and      non-technical</span></div><div><span style="font-size: 11pt;">Fluency in      multiple languages is a plus</span></div><div><br></div><div><i><b>Education</b></i></div><div><span style="font-size: 11pt;">Required</span></div><div><span style="font-size: 11pt;">Bachelor’s      degree in Computer Science, Management Information Systems, or a related      technical field</span></div><div><span style="font-size: 11pt;">At the      Manager's discretion, 4 years of additional related experience may      substitute for the degree requirement; if substitution allowed, regional      equivalent to High School Diploma is required.</span></div><div><br></div><div><b style="font-size: 11pt;">Experience</b></div><div><span style="font-size: 11pt;">Required</span></div><div><i style="font-size: 11pt;">5 - 7 years of experience in OS Systems Engineering and Administration</i></div></div>undefinedundefinedundefined

Windows Support Engineer II