Cloud Support Engineer II

4 weeks ago

Raleigh, United States Cox Communications Full time
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 and 5 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience; or 7 years' experience in a related field

• 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

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.

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.

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