Sometimes, Social is Messy

Rackspace is the world’s leader in hosting. We deliver enterprise-level managed services to businesses of all sizes and kinds around the world. Serving more than 31,000 customers in eight data centers worldwide, Rackspace integrates the industry’s best technologies and practices for each customer’s specific need and delivers it as a service via the company’s commitment to Fanatical Support®. We serve as an extension of our customers’ IT departments, enabling them to focus on their core business. We started in 1998 and since then Rackspace has grown more than 50 percent a year. There are currently over 2,600+ Rackers around the world serving our customers.

Our Cloud Hosting division is seeking a System Administrator II – Social Media to help monitor communication on various social media sites and blogs.  This position is critical to the Cloud’s customer loyalty initiative.

The responsibilities of the System Administrator – Social Media are:

• Must love to talk/engage with customers.
• Monitor several feeds on Twitter (Rackspace Cloud, Mosso, Cloud Sites, Cloud Files, Cloud Servers) and provide a timely response to customer comments.
• Be a voice in the community – pro-actively tweeting interesting and insightful comments
• Respond to customer’s issues, this person will need to own the problem – no matter what it involves – and work with the right teams to get the issue solved.  If it’s a technical issue, it would be expected that the individual would rely on their system administration skill set to solve the problem immediately.  If it’s a development, billing, sales, or systems related issue, this person would engage the other teams and take point on the customer communication side.
• Monitor and respond to our internal forums.  Post insightful/interesting articles, responding to customer concerns, working with the right teams to make sure the correct answers are given in a timely manner.
• Must have a strong “community voice” – always keeping things positive, informative, and helpful – as the responses will be seen by thousands.

• Strong knowledge of social media outlets – Twitter, Industry Blogs, etc.
• Basic knowledge of servers/computer hardware and software. Basic knowledge of DNS.
• Basic knowledge of Network fundamentals. Basic knowledge of RedHat Linux and Windows OS.
• Basic knowledge of system services (i.e., Apache, Mail transfer agents (sendmail, postfix, qmail), FTP, SSH and DNS).
• Continually expands knowledge in the areas of new developments and trends; may make recommendations to management on desirable additions and developments.
• Requires approximately 1 – 2 years experience working in a computer technical field.
• Bachelor’s degree in computer science or engineering related field or equivalent work experience, preferred.
• Technical certifications (i.e., RHCE, RHCT, A+, CompTIA, MySQL or CCNA,) are a plus.
• Able to touch type 50 – 60 wpm. Good ability to handle multiple tasks and prioritize work in order to maintain required productivity levels.
• Must be detailed in documenting information and practice good follow through techniques.
• General problem solving abilities, coupled with a desire to take on responsibility.
• Possesses good written and verbal communication skills; bi-lingual skills is a plus.
• Due to the 24×7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc.