storage & backup Engineer

·        KNOWLEDGE/SKILLS/ABILITY: o  Able to communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally on phone with internal and external customers.  o  Must have experience working in enforced change and risk control environments.o  Strong attention to detail, interpersonal and time-management skills. o  Self-motivated; ability to maintain excellence in service with moderate supervision. Strong analytical and problem-solving skills. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support. o  Strong knowledge in technology troubleshooting methodologies, design, and implementation. o  Able to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail or risk eversion. o  Basic knowledge of VMware, Windows and Linux operation systems, File systems, SQL, MySQL, Oracle, and Exchange.o  Working knowledge of Networking, Fiber Channel concepts, and technologies, TCP/IP, DNSo  Hands on experience on a combination of Infinidat Infinibox Storage Arrays, NetApp. Ability to provide FANATICAL support.o  Hands on experience with Commvault, Netbackup or other backup software.o  Troubleshooting of backup and restore failures on multiple platforms with varied configurations.o  Excellent time management and organizational skills. o  Able to work well under pressure and under stressful situations while supporting a customer base of over 18,000. o  Willing to learn new and different technologies. JOB COMPLEXITY:  o  Accountable in overseeing team achieve/maintain team level KPIs and Queue health.o  Work on Technical tickets and responds to queries from customers.o  Experience in Storage Consolidation, Backup and Recovery and Disaster Recoveryo  LUN/Volume provisioning for new requests or expansion requests, host zoning and registration, quality control. Performs host un-zoning and de-registration, and server clean up.o  Performs troubleshooting for host end-to-end connectivity and host-side software for storage and backup related issues.o  Escalates critical component failures to higher-level engineers. Answers general configuration questions, audits environments.o  Provides performance statistics reporting, and Storage and Backup related reports to meet requests by customers and Rackspace leaders. o  Work with Customers/Account Teams, Vendors to schedule maintenance activities.o  Assists with scheduling, upgrades software, firmware, and drivers, and performs regular system health checks.o  Makes recommendations for process and procedure improvements. o  Consistent regular interaction with both internal and external customers as well as account managers and management. o  Resolve escalated customer issues and manage escalations further to internal support.  Key Accountabilitieso  Create and maintain customer loyalty by serving customers above and beyond their expectations.o  Take ownership of issues until resolution.o  Responsible for solving customer's technical issues.o  Support customers primarily via phone and ticketsSUPERVISION: o  Operates under minimal supervision.o  Expected to reach out to wider team for assistance to perform more complex duties and on any requests not 100% clear on. EXPERIENCE: o  2-4 years of technical engineering and administration experience o  A minimum of 1 year of experience maintaining storage arrays and backupsAbout 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.