Cloud Support Engineer II - RapidScale (Raleigh, NC)

| Raleigh-Durham, NC | Hybrid
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Who We Are:
RapidScale, a COX Business Company, is one of the fastest growing Cloud Computing companies in the industry. Based in Raleigh, NC, & 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 and support multiple customer environments.
  • Work 40+ hours a week. Update and Manage case backlog based on internal policies.
  • Crisis Management - Identify any high priority issues and resolve them.
  • 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 Networking Technologies.
  • Create technical documentation. Coach / Mentor / peers and engineers.
  • Deliver trainings. Review cases, identify trends, and drive problem resolutions.
  • Deep dive technical problems and create full documented resolutions to issues.
  • Be available for on-call & weekend shifts.
  • Update cases within company SLOs.
  • Ensure all activities and notes are properly documented within cases.
  • Participate in interviewing potential new hires.
  • Provide Feedback on process and tool improvements.
  • Own Root Cause Analysis on any high priority case.

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.
7 years of experience in a related field (e.g. Information Technology, etc.); or a High school diploma/GED with 5 years of experience in a related field; or an AS/AA degree, BS/BA degree or certification in a related discipline with 3 years of experience in a related field.
Educational & Soft Skills Requirements:
  • 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.
    • Shift Examples: Day, Evening, Night
  • Preferred MSP experience.

Minimum Technical Qualifications:
  • 4+ years of related work experience with Citrix and/or VMware. Must be able to demonstrate working knowledge in one of these environments.
  • 4+ years of related work experience with Windows Server 2012 and/or newer. Must be able to demonstrate working knowledge.
  • Able to demonstrate extensive working knowledge with Active Directory, DNS, DHCP, Load Balancing Process, and Networking.

Desired Technical Qualifications:
  • CCA-V Citrix Certified Associate - Virtualization
  • VCTA VMware Certified Technical Associate
  • A+, Network+ and Server+
  • SolarWinds

Ability to work within a cooperative team environment as well as perform assignments autonomously. This position will require working with several teams inside, and outside, of support.
Working Environment:
A Fast paced, positive, collaborative, high energy, and highly customer focused environment.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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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