Cloud Support Engineer I - RapidScale

Description

RapidScale is one of the fastest-growing Cloud Computing companies in the industry. Based in Raleigh, NC, the company has a solid record of delivering world-class products and services to our customers throughout the country and around the globe.

RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization for both Windows and Mac applications.

The company also provides Infrastructure as a Service (IaaS) and Disaster Recovery as a Service (DRaaS) solutions via an enterprise Flex Pod cloud stack.

What’s In It For You?

• Competitive salary and top-notch bonus / incentive plans.
• Professional development and continuing education opportunities.
• The chance to work with fascinating, cutting-edge platforms.
• Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.
• Comprehensive healthcare, with multiple options for individuals and families.
• Generous 401(k) retirement plans with up to 8% company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.

What You’ll Do

• Maintain multiple customer environments.
• Work a minimum of 40 hours a week.
• Update and Manage ticket backlog based on internal policies.
• Crisis Management - Identify any high priority issues and escalate to the next level.
• Provide Customer-First experience while utilizing phone calls, emails, and the ticketing system to manage cases.
• Work cohesively with a team as well as all divisions of the company. Customer-first approach.
• Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, account teams, or project managers.
• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
• Be able to independently research and learn new material / concepts, then share the latest knowledge with the team.
• Be able to listen to, accept, and accurately follow directions from senior engineers.
• Be able to interface with Vendors to achieve resolutions for the customer.
• Be able to upkeep various spreadsheets accurately.
• Assist with creating, reviewing, and updating internal Knowledge Base Articles.

Who You Are :

As you’ve seen, this job requires someone at the top of their cloud engineering game. Because it’s such a critical role, here are the requirements that will ensure you’re on track for this opportunity.

Qualifications

Minimum :

• High School diploma / GED.
• Excellent troubleshooting methodology.
• Excellent communication, presentation, writing, and editorial abilities.
• Excellent organizational and time management skills.
• Flexibility to work alternative days and shifts as needed.
• Days Example : Tuesday Saturday or Sunday Thursday.
• Shifts Example : Day, Evening, Night
• Willingness to work on a 24x7 on-call rotation schedule

Technology

• Microsoft Active Directory
• Password resets, Object management, Group management, GPOs, DNS, DHCP, Replication, IIS, etc.
• Windows OS management ->

Windows 2016, 2019, 2022

Print Server Management ->

Deployment &Troubleshooting

File Server Management ->

Disk Management

Server Performance Monitoring, investigation, and remediation ->

Memory, CPU, Disk, and I / O

• Third-party application installation and troubleshooting : Adobe, QuickBooks, Zoom, Sage, etc.
• Basic experience with VDI technologies : Citrix XenApp / XenDesktop ( Citrix Workspace, Citrix Director, Citrix user connection process, etc.
• RDS, VMWare Horizon

Preferred :

• Citrix Policy Management
• SSL Certificate management
• Advanced Windows OS management
• Legacy Windows OS ->

2008, 2012 / R2

• Proficient in PowerShell
• Advanced Virtualization : VMware ESXi, VMware vSphere, VMware vCenter, VMware vCloud
• Basic understanding of parallel technologies
• Networking ->

FortiGate

O365 ->

Outlook / Exchange

• Azure AD
• MFA / 2FA : Duo, Azure MFA, Workspace One, OneLogin
• Veeam Backup and restoration

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