Cloud Support Technician (RapidScale)

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies.

Primary Responsibilities and Accountabilities:

RapidScale is hiring a Cloud Support Technician to our Tier 1 technical support team. In this role you will:

• Maintain multiple customer environments.
• Update and Manage ticket backlog based on internal policies.
• Identify any high priority issues and escalate to next level.
• First experience while utilizing phones and email to manage tickets.
• Work cohesively with team as well as all divisions of company.
• 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.

Minimum:

• High school diploma/GED & generally less than 2 years of experience or without high school diploma/GED, 2 years of 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
• 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, vShield Edge
• Server Performance Monitoring
• N-able
• MSP experience.

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.