Cloud Support Engineer I - RapidScale

Company:

Cox Communications, Inc.

Job Family Group:

Engineering / Product Development

Job Profile:

Cloud Engineering Support Specialist II

Management Level:

Individual Contributor

Travel %:

No

Work Shift:

Day (United States of America)

Job Description:

ROLE SUMMARY

Flexible enough for the SMB and powerful enough for the enterprise, RapidScale, a Cox Business company, is a global managed cloud services provider helping organizations increase IT productivity, improve security, and empower remote workforces. Some organizations partner with RapidScale to manage portions of their IT, while others offload it all. Through our global network of data centers and our 24/7/365 high-touch support team, we obsess over creating an exceptional IT experience through a human approach to managed cloud.

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.

PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES• 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 perform rotational 24 hour on call.• Be able to listen to, accept, and follow direction from more senior engineers.

MINIMUM QUALIFICATIONS• High School Diploma/GED & 3 years related work experience - Any level degree or certification beyond HS diploma/GED & 1-year related work experience - 5 years Education/Experience Equivalency with No Diploma or Certification.• Excellent communication, presentation, writing, and editorial abilities.• Excellent troubleshooting and decision-making skills in a production environment.• 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• Preferred MSP experience.• 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.

PREFERRED QUALIFICATIONS• Veeam• FortiGate• DNS Management• Server Performance Monitoring• N-able

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Compensation:

Hourly pay rate is $25.29 - $37.98/hour. The hourly rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits:

Employees 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.