RapidScale, a COX Business Company, is one of the fastest growing Cloud Computing companies in the industry. Based in Irvine, CA, the company has a solid track record of delivering world class products and services to our customers located throughout the country and around the globe. RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization. The company also provides Infrastructure as a Service (IaaS), and Disaster Recovery as a Service (DRaaS) solutions via an enterprise "Flex Pod" cloud stack.
Duties and Responsibilities:
(Essential Duties include but are not limited to):
Maintain multiple customer environments.
Work 40+ hours a week.
Update and Manage case backlog based on internal policies.
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.
Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, architecture teams, 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.
Flexibility to be customer facing and travel to customer sites.
Act as technical escalation for NOC, Level I & II Engineers.
Contribute to technical knowledge base.
Coach / Mentor NOC, Level I & II Engineers.
Deliver trainings to NOC, Level I & Level II Engineers.
Perform Escalation Manager duties.
Review cases, identify trends, and drive problem resolutions.
Perform technical review of environments transitioning from implementation team to support team.
Deep dive technical problems and create full resolutions to issues.
Understand how technologies work together to see bigger picture of issues.
Review and manage top tier customer environments to prevent major issues.
Act as final escalation point for support team.
Be available for on-call & weekend shifts.
Perform Customer Onboarding & Critical Account roles and responsibilities.
Participate in interviewing potential new hires.
Provide Feedback on process and tool improvements
Own Root Cause Analysis on any high priority case.
Bachelor Degree and 3+ years of related work experience OR 6+ years of related work 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
Preferred MSP experience.
Minimum Technical Qualifications:
Microsoft AD (password resets, security groups, Sites & Services, Replication, Time Synchronization, DNS)
Networking (IP address, Mac address, Layer 1 VS Layer 2, VPN, Subnet, NAT, Firewall Fortigate / Edge Gateway, BGP)
Proficiency in computer usage, internet, and Microsoft Office suite of applications.
Microsoft Exchange (Database Mount / Dismount, Distribution Group, Address Book Policies, DAG / Database Replication troubleshooting, A Record, DNS Record)
Citrix XenApp 7.x (PVS, Storefront, Director, Session Host, Base Image, NetScaler)
RDS Understanding how to configure RDS environment from scratch (Certificates, Hosts, Gateways etc)
VMWare Horizon View
Windows Server 2012, 2016 etc
Advanced VMWare (Understanding Data stores, Hosts, Migrating Virtual Machines etc)
Basic Understanding of SQL
VMWare Virtualization Basics
Preferred Technical Qualifications:
Skype for Business
Server Performance Monitoring
UNIX, LINUX, REDHAT
OSX - Mac OS
About Cox Communications
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.
Cox is an Equal Employment Opportunity employer
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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