Primary Responsibilities and Accountabilities
- Maintain and support multiple customer environments.
- Work a standard 40+ hour week with flexibility for business needs.
- Update and manage ticket backlog in accordance with internal policies.
- Provide crisis management by identifying high-priority issues and escalating appropriately.
- Deliver a customer-first experience while managing tickets via phone and email.
- Collaborate effectively with your immediate team and across all company divisions.
- Engage internal and external resources-including technical engineers, account teams, and project managers-to troubleshoot and resolve issues.
- Drive solutions that lead to resolution or mitigation with a high level of customer satisfaction.
- Follow guidance and direction from senior engineers while contributing to team goals.
- Remain flexible to customer-facing responsibilities, including travel to customer sites as required.
Minimum Qualifications
- High school diploma/GED with less than 2 years of experience; or no diploma/GED with 2 years of experience.
- Strong communication, presentation, writing, and organizational skills.
- Ability to manage time effectively and adapt to shifting priorities.
- Willingness to work alternative days and shifts as needed (e.g., Tuesday-Saturday or Sunday-Thursday; Day, Evening, or Night shifts).
- Basic knowledge of Microsoft Active Directory (password resets, security groups).
- Basic networking knowledge (IP address, MAC address, Layer 1 vs. Layer 2).
- Proficiency with general computer usage, internet, and Microsoft Office applications.
Preferred Qualifications
- Experience with Fortigate firewalls.
- SD-WAN management expertise.
- Advanced networking skills (NAT, Subnetting, VPN, Fortigate, vShield Edge).
- Server performance monitoring.
- Familiarity with N-able (RMM platform).
- Prior experience in a Managed Service Provider (MSP) environment.
USD 23.65 - 35.48 per hour
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 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, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Top Skills
What the Team is Saying
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Cox Enterprises Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
