Cloud Support Engineer, Networking - RapidScale

RapidScale is one of the fastest growing Cloud Computing companies in the industry. Based in Raleigh, NC, 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 for both Windows and Mac applications. The company also provides Infrastructure as a Service (IaaS), and Disaster Recovery as a Service (DRaaS) solutions via an enterprise "Flex Pod" cloud stack.
Primary Responsibilities and Accountabilities
As a Cloud Support Engineer at RapidScale, you will play a pivotal role in maintaining the stability and efficiency of our cloud computing services, ensuring a seamless experience for our diverse range of customers across the nation and globally. You will have the opportunity to work alongside our various other support teams, including but not limited to IaaS, DaaS, HDaaS, DRaaS. You'll have the opportunity to grow your technical expertise and contribute to our mission of delivering cutting-edge cloud solutions to our valued clientele.
Maintain multiple customer environments. Work 40+ hours a week. Update and Manage ticket backlog based on internal policies. Crisis Management - Identify any high priority issues and escalate to next level. Provide a Customer-First experience while utilizing phones and email to manage tickets. 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, 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.
Minimum:

• One of the following: Associates Degree, 2 years of Technical College, 2-3 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.
• 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, NSX Edge
• Server Performance Monitoring
• N-able

USD 25.58 - 38.37 per hour
Compensation:
Hourly base pay rate is $25.58 - $38.37/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 candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
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, parental leave, and COVID-19 vaccination leave.
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