CLOUD SUPPORT ENGINEER III – RAPIDSCALE

RapidScale

VACCINE POLICY: ​At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more. We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for a U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered. Keep reading to learn more about this opportunity to join the Cox family of businesses.

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.

DUTIES AND RESPONSIBILITIES: (Essential Duties include but are not limited to):
Maintain multiple customer environments.
Work 40+ hours a week. (Support is 365/24×7)
Update and Manage case backlog based on internal policies.
Crisis Management – Identify any high priority issues, escalate to next level, and run incident management process.
Provide a Customer-First experience while utilizing phones and email to manage cases.
Work cohesively with team as well as all divisions of company. Customer-first approach.
Act as frontline and receive incoming calls from the support hotline
Preform Level 1 troubleshooting on live calls and create cases with complete problem description and customer details
Resolve P3 & P4 monitoring alerts using detailed process guidelines
Resolve basic customer requests such as adding or deleting users using detailed process guidelines
Update cases with Technology, Sub-technology and Problem code to facilitate proper queue routing.
Be able to listen to, accept, and follow direction from more senior engineers.

EDUCATION/EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:
The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential duty satisfactorily. Reasonable amounts of training are provided.

EDUCATIONAL & SOFT SKILLS REQUIREMENTS:
Excellent communication, presentation, and writing abilities.
Excellent organizational and time management skills.
Flexibility to work alternative days and shifts as needed.
o Days Example: Tuesday Saturday or Sunday Thursday.
o Shifts Example: Day, Evening, Night
Preferred MSP experience.

MINIMUM TECHNICAL QUALIFICATIONS:
Proficiency in computer usage, internet, and Microsoft Office suite of applications.
Basic Networking (Ping, Trace Route, Gateway, DNS, Subnet, IP Address, MAC Address)
Basic Active Directory
Basic Troubleshooting Fundamentals
Basic understanding of what the Cloud is
Basic understanding of what Virtualization is
Basic understanding of how technology interacts (ex: how does AD effect logging into a computer if theres no network)

DESIRED TECHNICAL QUALIFICATIONS:
One of the following: Associates Degree, 2 years of Technical College or 2-3 years of related work experience
Advanced knowledge in Active Directory
Advanced knowledge in Networking
Server Performance Monitoring

DESIRED TOOL/ENVIRONMENT EXPERIENCE:
Citrix XenApp 7.x/XenDesktop
SalesForce/Solarwinds
VMWare Horizon View

INTER-RELATIONSHIPS:
Ability to work within a cooperative team environment as well as perform assignments autonomously. This position will require working with several departments and different personalities.

WORKING ENVIRONMENT:
Fast paced, positive, high-energy environment. Can have high levels of stress due to deadlines and necessity of quick response times.

PHYSICAL REQUIREMENTS:
Employee may lift up to 20 pounds.
Employee may need to carry up to 20 pounds (i.e., carrying laptop and other equipment).
Employee may push/pull up to 25 pounds.
Employee may stand up to 4 hours.
Employee may walk up to 1.5 hours.
Employee may need to drive 2 hours.
Employee may perform repetitive bending up to 1 hours.
Employee may sit up to 8 hours.
Employee may spend up to 10 hours performing computer work/typing.
Employee may spend up to 10 hours on the telephone.
Employee may need to climb multiple flights of stairs.

About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!

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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.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Job Number: 224719

JOB CATEGORY: Engineering / Product Development

JOB LEVEL: Individual Contributor

DIVISION: Cox Communications

LOCATION: Raleigh NC

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