Cloud Support Engineer II

RapidScale is one of the fastest-growing Cloud Computing companies in the industry. Based in Raleigh, NC, the company has a solid record of delivering world-class products and services to our customers 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.
What's In It For You?
• Competitive salary and top-notch bonus/incentive plans.
• Professional development and continuing education opportunities.
• The chance to work with fascinating, cutting-edge platforms.
• Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.
• Comprehensive healthcare, with multiple options for individuals and families.
• Generous 401(k) retirement plans with up to 8% company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
What you'll do
• Maintain multiple customer environments.
• Work a minimum of 40 hours a week.
• Update and Manage ticket backlog based on internal policies.
• Crisis Management - Identify any high-priority issues and escalate them to the next level.
• Provide Customer-First experience while utilizing phone calls, emails, and the ticketing system to manage cases.
• Work cohesively with a team as well as all divisions of the 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 independently research and learn new material/ concepts, then share the latest knowledge with the team.
• Be able to listen to, accept, and accurately follow directions from senior engineers.
• Be able to interface with Vendors to achieve resolutions for the customer.
• Be able to upkeep various spreadsheets accurately.
• Assist with creating, reviewing, and updating internal Knowledge Base Articles.
• Provide technical guidance to CSE1s and technicians.
• Provide training to technicians on Infrastructure technologies and procedures.
• Provide technical reviews for RFCs to other engineers on the team.
• Ensure the client(s) environment is fully patched and running compatible components. (OS, Apps, Vmware Tools, etc.)
• Update Customer environments to newer Long Term Stable Releases (LTSR), Cumulative Updates (CU), and apply security patches.
• Be able to receive, understand, and implement advanced technical procedures: Troubleshoot and document.
• Interface with adjacent teams to provide advanced and unique solutions.
Minimum Qualifications:

• Microsoft Active Directory

• Password resets, Object management, Group management, GPOs, DNS, DHCP, Replication, IIS, etc.
• Veeam
• Fortigate
• DNS Management
• Server Performance Management
• N-Able
  • Veeam backup and replication
    • Experience with Veeam backup and replication for on prem and cloud-based environments.
    • Understanding of retention policies. Why use one over the other.
    • Ability to troubleshoot problems with backup infrastructure.
  • Networking
    • Experience with managing Windows DNS Management. Troubleshooting various DNS issues.
    • Understanding of how networking fits into an Active Directory domain. IPv4, DNS, DHCP, FTP, Firewall rules, Windows Firewall.
  • Server Performance Monitoring
    • Understanding of server performance metrics.
    • Understanding patch management and why it's important.
    • Ability to troubleshoot server performance problems.
  • Disaster Recovery
    • Understanding disaster recovery technologies and why they are important.
  • Network Security
    • Understanding of the various security attacks on a network.
    • Preferred experience with recovering from a ransomware attack.

Preferred Qualifications:

• Associates degree and 4 years of experience with customer facing support.
• Demonstrated knowledge of veeam backup and replication. 2 years of experience with Veeam.
• Moderate amount of experience with Active directory and windows environment.
• Understanding of how other services fit in with the services with support. Example being VDI and o365.
• 1 or 2 certifications: Network +, Az-900, Azure, AWS, Security +
• Knowledge of cloud "As a service" models
• Extensive knowledge of group policy.
• Demonstrated understanding of how to recover customer during a ransomware event.
• 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.

USD 30.87 - 46.35 per hour
Compensation:
Hourly base pay rate is $30.87 - $46.35/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.
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
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.
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