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.


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


VMWare Horizon View


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.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Manager/Sr Manager Data Management (Reltio Tech Lead/Architect)

Fresh Gravity

Posted 2 days ago

VIEW JOBS 12/4/2020 12:00:00 AM 2021-03-04T00:00 <p>Founded in 2015 and rapidly expanding, Fresh Gravity (<a href="https://workable.com/nr?l=http%3A%2F%2Fwww.freshgravity.com%2F" rel="nofollow noreferrer noopener" class="external">www.freshgravity.com</a>) is a business and technology consulting company at the cutting-edge of digital transformation. We drive digital success for our clients by helping them adopt transformative technologies that make them nimble, adaptive and responsive to their rapidly-changing business needs. Our unparalleled digital transformation expertise combines business strategy prowess with digital technologies know-how. Our expertise includes Data Management, Artificial Intelligence, Data Science &amp; Analytics, and API Management &amp; Integration.</p><p>In a short time, we have crafted an exceptional team who have delivered impactful projects for some of the largest corporations in the world. We are on a mission to solve the most complex business problems for our clients using the most exciting new technologies. And we are looking for top talent to join us in our quest.</p><p>Fresh Gravity’s team members are authorities in their field, but know how to have fun, too. We’re building an inspiring, open organization you’ll take pride in. We challenge ourselves to grow – every day. We create value for our clients and partners – every day. We promise rich opportunities for you to succeed, to shine, to exceed even your own expectations.</p><p>We are thoughtful. We are engaged. We are relentless. We are Fresh Gravity.</p><p><br></p><p><strong>JOB DESCRIPTION</strong><br></p><p>We are looking for a Reltio MDM technical architect, ideally with experience in the life sciences domain, to provide technical leadership on MDM project implementations. The candidate is expected to be able to interact with senior level client leadership members to understand business challenges and objectives with the intent of crafting MDM solutions and implementation roadmaps that address these objectives. Examples of day to day job functions include:</p><ul> <li>Define and communicate an MDM implementation roadmap that takes into account the complexities of onboarding several disparate systems/applications into the MDM ecosystem without disrupting day-to-day business operations</li> <li>Counsel business and IT stakeholders on best-practices related to MDM strategies for matching, survivorship, golden record creation and data federation</li> <li>Manage senior executive stakeholder expectations and set the direction to address conflicting or contrarian needs across different business functions or lines of business relative to topics such as data quality, data governance, survivorship and general business requirements</li> <li>Participate, facilitate and drive business requirements workshops and joint application design sessions</li> <li>Support the translation of business requirements into techno-functional requirements</li> <li>Drive the end-to-end solution architecture of MDM solutions including data model definition and refinement, data quality assessment and remediation design, data migration strategy, data stewardship process and system interaction design</li> <li>Own architectural design for the overall MDM solution and integration with broader application architecture along with creation of high level and detailed level architecture documents</li> <li>Coordinate with middleware/integration teams on end-to-end integration solution and development</li> <li>Develop and prototype solutions in Reltio as a hands-on development lead</li> <li>Coordinate and manage development efforts by distributed teams, including offshore teams</li> <li>Provide guidance and inputs to QA teams to ensure adequate QA coverage of implemented solutions</li> <li>Participate in internal Fresh Gravity activities including project implementation estimations, pre-sales efforts, responding to RFPs, designing and building industry solutions, mentoring and guiding junior technical developers and competency development within the Data Management capability.</li> </ul><p><strong>Requirements</strong></p><p>Technical<br></p><ul> <li>10+ years’ experience working on MDM &amp; data management related projects of which at least 2 years of Reltio implementation experience, ideally, including solutions involving Reltio Insights</li> <li>Must have good understanding of Master Data Management (MDM) architectures and business processes</li> <li>Must have hands-on experience with data modeling, data mapping, data validation, match and merge rules, survivorship rules, UI/dashboard design and configuration and Reltio REST APIs</li> <li>Experience with data profiling and leveraging the results of profiling in the design of the MDM solution</li> <li>Experience in operationalizing MDM solutions, job scheduling, workflow management, alerts and notifications</li> <li>Familiarity with Reference Data Management, data transformation, data cleansing and standardization</li> <li>Demonstrated experience and understanding of data integration, data quality, data architecture and Master Data Management project life cycle phases, best practices and processes</li> <li>Understanding of various source system applications and data nuances in healthcare and life sciences solutions</li> <li>Experience with ground and cloud based integration architectures and protocols with Reltio</li> </ul><p>Other</p><ul> <li>Big 5 experience highly desirable</li> <li>Strong executive presence with demonstrated experience managing and chartering senior leadership decision making</li> <li>Experience working in a fast-paced environment with competing priorities, while effectively managing time and workload expectations</li> <li>Experience working with Reltio Product Support/Professional Services teams and Reltio documentation to resolve complex client requirements and product issues/limitations</li> <li>Excellent communication skills and capability to engage with clients and stakeholders to drive MDM design-decisions, project collaboration, inter-team dependency management, etc.</li> <li>Ability to define and develop estimates, collaborate on project schedule, and contribute to project plan through documentation of tasks and requirements</li> <li>Ideally, based in the Raleigh, NC area or able to travel to the area (or other areas) on an occasional basis.</li> <li>Preference is for full time but open to a contract arrangement</li> </ul><p><em><strong>*Please indicate salary expectation when submitting your application - otherwise the application will not be reviewed*</strong></em><br></p><p><strong>Benefits</strong></p><p>In addition to a competitive package, we promise rich opportunities for you to succeed, to shine, to exceed even your own expectations. In keeping with Fresh Gravity’s challenger ethos, we have developed the <em>5</em>Dimensions (5D) <em>benefits </em>program. This program recognizes the multiple dimensions within each of us and seek to provide opportunities for deep development across these dimensions. Enrich Myself; Enhance My Client; Build my Company, Nurture My Family; and Better Humanity.</p> Fresh Gravity Raleigh NC

Rapidscale Cloud Support Tech I

Cox Enterprises