Cloud Support Technician - (RapidScale)

Job Description

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

Maintain multiple customer environments. Work 40+ hours a week. Update and Manage ticket backlog based on internal policies.

Crisis Management - Identify any high priority issues and escalate to next level. Provide a Customer-First experience while utilizing phones and email to manage tickets.

Work cohesively with team as well as all divisions of 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 listen to, accept, and follow direction from more senior engineers.

Flexibility to be customer facing and travel to customer sites. Minimum :

• High school diploma / GED
• Excellent communication, presentation, writing, and editorial abilities.
• Excellent organizational and time management skills.
• Flexibility to work alternative days and shifts as needed.
• Shift will be : Overnight
• Basic Microsoft AD (password resets, security groups)
• Basic Networking (IP address, Mac address, Layer 1 VS Layer 2)
• Proficiency in computer usage, internet, and Microsoft Office suite of applications. Desired Tool / Environment Experience :
• Fortinet
• SD-WAN management
• Server Performance Monitoring
• N-able
• MSP experience

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.

Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers.

From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation / wellness days, and / or PTO).

For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer All qualified applicants / employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.