Cloud Support Technician – RapidScale

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 one of the following: 9am-6pm, Sun-Thurs or 9am-6pm, Tues-Sat
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

Compensation:

Hourly base pay rate is $21.06 – $31.63/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

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.

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About Cox
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