Rackspace Windows Administrator II in San Antonio, Texas

Job Overview

Overview & Responsibilities

Responsible for providing a high level of technical support to our largest and most complex customers, working on issues or emergency projects 24/7. Owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. Responsible for maintaining comprehensive technical knowledge of the specific account assigned to the team. Takes initiative and advises on potential pitfalls that a customer may encounter, suggesting alternatives which may better serve the stability and security of the customer's solution. Exhibits flawless execution, quality, and ownership in all aspects of the day to day responsibilities. Maintains diagnoses and administers customers’ solutions using the Windows platform. Responsible for solving customer's technical issues which can include 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).

  • Own level-appropriate customer requests and issues, seeing them through to resolution.

  • Escalate support requests to Support Engineers, according to escalation procedures.

  • Perform proactive audits including, IP audits, monitoring audits, device audits, patching audits, DRAC/iLO Audits.

  • Perform preparation and execution of scheduled maintenances, including: configuration, patches, updates.

  • Executes account and device management audits.

  • Provides monitoring reporting and analysis.

  • Handles small projects, as needed (e.g. migrations and quality checks).

  • Performs Rackers access audits.

  • Performs ticket analysis to identify trends of issues.

  • Monitors ticket queue for incidents as they arise, to ensure response within SLA.

  • Integrate with other teams across Rackspace accordingly for issue resolution.

  • Collaborate with Account Managers and Business Development Consultants to build strong customer relationships.

  • Understand and comply with defined policy and process standards.

  • May provide support on one off customer applications not included in our broad spheres of support.


Strong knowledge of:

  • Windows Server 2003, 2008, and 2012 configuration and troubleshooting.

  • Microsoft clustering and related technologies (AD and SAN).

  • DNS configuration and troubleshooting.

  • FTP configuration and troubleshooting.

  • IIS – site configuration, SSL provisioning and installation,

  • Performance troubleshooting – working knowledge of resource monitoring tools (e.g. task manager, performance monitor, and other 3rd party toolslike SysInternals).

  • Server hardware components.

  • Microsoft clustering and related technologies (AD and SAN).

  • Networking concepts and network devices.

  • SQL Server administration tasks and troubleshooting.


  • At least 2 years commercial experience in a related field.

  • Microsoft certifications desirable.

  • Ability to identify and troubleshoot compromised servers.

  • Passionate about technology and has a desire to constantly expand technical knowledge.

  • Ability to handle multiple tasks and prioritize work under pressure.

  • Demonstrates sound problem solving abilities, coupled with a desire to take on responsibility.

  • Possessesexcellentwritten and verbal communication skills; bi-lingual skills is a plus.

  • Ability to identify process improvements within the team and devise solutions.

  • Due to the 24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc.

  • Occasional travel may be required.

Req # 33261

Work Location US-TX-San Antonio-CSTL

Location(s) US - TX - San Antonio

Category System Administration / Engineering