Rapidscale Cloud Support Tech I

Cox Enterprises Raleigh , NC 27611

Posted 2 months ago

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. (Support is 365/24x7)

Update and Manage case backlog based on internal policies.

Crisis Management

  • Identify any high priority issues, escalate to next level, and run incident management process.

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.

Act as frontline and receive incoming calls from the support hotline

Preform Level 1 troubleshooting on live calls and create cases with complete problem description and customer details

Resolve P3 & P4 monitoring alerts using detailed process guidelines

Resolve basic customer requests such as adding or deleting users using detailed process guidelines

Update cases with Technology, Sub-technology and Problem code to facilitate proper queue routing.

Be able to listen to, accept, and follow direction from more senior engineers.

EDUCATION/EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:

The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential duty satisfactorily. Reasonable amounts of training are provided.


Educational & Soft Skills Requirements:

Excellent communication, presentation, and writing 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:

Proficiency in computer usage, internet, and Microsoft Office suite of applications.

Basic Networking (Ping, Trace Route, Gateway, DNS, Subnet, IP Address, MAC Address)

Basic Active Directory

Basic Troubleshooting Fundamentals

Basic understanding of what the Cloud is

Basic understanding of what Virtualization is

Basic understanding of how technology interacts (ex: how does AD effect logging into a computer if there's no network)

Desired Technical Qualifications:

One of the following: Associates Degree, 2 years of Technical College or 2-3 years of related work experience

Advanced knowledge in Active Directory

Advanced knowledge in Networking

Server Performance Monitoring

Desired Tool/Environment Experience:

Citrix XenApp 7.x/XenDesktop

SalesForce/Solarwinds

VMWare Horizon View

Inter-Relationships:

Ability to work within a cooperative team environment as well as perform assignments autonomously. This position will require working with several departments and different personalities.

Working Environment:

Fast paced, positive, high energy environment. Can have high levels of stress due to deadlines and necessity of quick response times.

Physical Requirements:

Employee may lift up to 20 pounds.

Employee may need to carry up to 20 pounds (i.e. carrying laptop and other equipment).

Employee may push/pull up to 25 pounds.

Employee may stand up to 4 hours.

Employee may walk up to 1.5 hours.

Employee may need to drive 2 hours.

Employee may perform repetitive bending up to 1 hours.

Employee may sit up to 8 hours.

Employee may spend up to 10 hours performing computer work/typing.

Employee may spend up to 10 hours on the telephone.

Employee may need to climb multiple flights of stairs.



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Rapidscale Cloud Support Tech I

Cox Enterprises