Cloud Support Technician (RapidScale)

Company Cox Communications, Inc. Job Family Group Engineering / Product Development Job Profile Cloud Engineering Support Specialist I Management Level Individual Contributor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % Yes, 5% of the time Work Shift Day Compensation Hourly base pay rate is $23.65 - $35.48/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 candidates knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Job Description At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. 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. Minimum: 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. Preferred: Fortigate SD-WAN management Advanced Networking NAT, Subnet, VPN, Fortigate, vShield Edge Server Performance Monitoring N-able MSP experience. 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. About Us Cox Communications is all about creating moments of real human connection; and for employees, thats true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, were creating a world that is smarter and more connected. 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 individuals 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. Cox brings together the worlds greatest minds to help breathe life into new possibilities and drive innovation for a better future. Thats why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the worlds biggest challenges. Our people love technology and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, theres no challenge too great for our pioneers. And theres no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.