Job Details

Windows HyperV Engineer - IV (R-12117)

Rackspace Technology

The Microsoft Practice is responsible for the Microsoft Cloud Product Set: Microsoft Azure, the Microsoft Private Cloud, Office 365 and Identity Management. In your role as a Microsoft Virtualization Engineer, you will be responsible for providing industry leading Fanatical Support to customers on the Microsoft Hyper-V platform. You will work as needed across other teams in the business to provide a seamless customer experience. You are key in providing Fanatical Support to our customers both via tickets and on the phone. You will apply thorough problem-solving techniques to identify the sources of problems then own them through to resolution escalating where needed, while keeping the customer up-to-date on your progress. You will give advice on best practices or potential pitfalls that you identify, and suggest alternatives that may better serve the stability, security and performance of the customers' solution.
As a Practice Area, we are responsible for designing and enabling new ways of delivering managed services to our customers; a petri-dish where disruptive items are cultivated. We take them from being embryonic to a state of maturity while minimising disruption to the mainstream support business. You should be aware of the position of the Practice on the maturity curve and be comfortable working at times with little guidance. In addition to the "day job", you will have a passion for building and maturing processes as well as using automation to accomplish tasks in the most efficient manner.

ROLE REQUIREMENTS:Delivering Fanatical Support to our customers requires a strong mix of technical and interpersonal skills; from a technical standpoint, you will need to be able to support Microsoft Hyper-V in addition to either Windows or Linux. You will also need to have first-rate customer service skills and be able to integrate into and contribute to a high performing team.
As a Level III engineer in the team, your work comes primarily from the more complex, less urgent customer issues taken from the queue or from escalations from the L1 & L2 Engineers in the team. You'll also act as an overflow for phone calls and emergency issues. Aside from your reactive work, you are expected to spend a good amount of your time contributing to the team processes, documentation and automation. Finally, you are also expected to spend a portion of your time coaching and developing less experienced team members.
Smaller Hyper-V customers may not have a Lead Engineer assigned to their accounts, so you may also be engaged to help plan environmental change, analyse environment to help customers address deeper issues such as cost saving, security management, resilience or scale or any other core customer issues.
Minimum Technical Requirements:

7-12 years months of systems administration experience

Good experience supporting Windows Hyper-V environments

An understanding of key networking and storage technologies.MCP/MCSAMicrosoft 74-409 - Server Virtualization and Windows Server Hyper-V and System CenterMicrosoft 20740A - Installation, Storage, and Compute w/ Windows Server 2016

Experience using automation toolsets such as PowerShell DSC, Chef or Puppet for administration

Experience with Microsoft Azure Site Recovery
Preferred Technical Requirements:

Certs RHCSA

Experience with Microsoft AzureAdditional Requirements

Strong communication skills enabling you to work with customers on the phone and through ticket updates, providing clear technical guidance and carefully managing customer expectations.

Meticulous attention to detail; documenting all work to a high standard enabling other engineers to pick up the issue later.

Know when to escalate issues and when to own through to resolution.

Able to challenge both colleagues and mangers in a professional manner in order to identify areas for improving our overall performance.

Know how to influence those around you in order to make the changes needed to raise the bar on our tools, processes and automation.

Strong willingness to learn new technologies in order to keep up with the high pace of change in the industry.
KEY ACCOUNTABILITIES & PERFORMANCE INDICATORSThe key accountabilities for this role are:

Deliver Fanatical Support on the Microsoft Hyper-V platform.

Act as a point of overflow and escalation for the Level 1 & Level 2 engineers.

Act as a final point of overflow and escalation for customer issues.

Drive noise out of the queue through root cause analysis and account reviews.

Drive strong customer satisfaction (measured through the Net Promoter Score system)

Drive customer satisfaction for smaller customers through proactive engagements.

Create key documentation, processes and automation for the team.
The Level IV role in the team is a Senior role; the engineer has more discretionary time and will be expected to show how they've used this time to accomplish the activities noted above and show the impact this work has had.
Additionally, you will maintain a personal development plan. You will develop this with your manager in line with both your aspirations and the business need; you will own and drive it.



About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world's leading technologies - across applications, data and security - to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace TechnologyThough we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.Apply for this job

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