Cloud Support Engineer I - RapidScale

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
#LI-085
USD 22.98 - 34.42 per hour
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