Cloud Support Technician (RapidScale)
About The Position
At RapidScale Primary Responsibilities and Accountabilities: RapidScale is hiring a Cloud Support Technician to our Tier 1 technical support team. In this role you will: Maintain multiple customer environments. Update and Manage ticket backlog based on internal policies. Identify any high priority issues and escalate to next level. First experience while utilizing phones and email to manage tickets. Work cohesively with team as well as all divisions of company. 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.
Requirements
- High school diploma/GED & generally less than 2 years of experience or without high school diploma/GED, 2 years of experience
- Excellent communication, presentation, writing, and editorial abilities.
- 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
- 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.
Nice To Haves
- Fortigate SD-WAN management
- Advanced Networking – NAT, Subnet, VPN, Fortigate, vShield Edge Server Performance Monitoring
- N-able MSP experience.
Responsibilities
- Maintain multiple customer environments.
- Update and Manage ticket backlog based on internal policies.
- Identify any high priority issues and escalate to next level.
- First experience while utilizing phones and email to manage tickets.
- Work cohesively with team as well as all divisions of company.
- 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.
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, and parental leave.
- 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).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
