Logo
Cox Communications

Cloud Support Technician, Support (RapidScale)

Cox Communications, Raleigh, North Carolina, United States, 27601


At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help businesses simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. Join us in delivering cutting-edge cloud and managed IT solutions for both SMBs and enterprises alike.

RapidScale is looking for a Cloud Support Technician to support one of our clients utilizing our managed services in O365. You will be responsible for all client communication and tier one troubleshooting of our O365 services. Including but not limited to: Microsoft Office 365's Cloud suite including Office, Teams, SharePoint, Intune and OneDrive, working with Exchange 2010, 2013, 2016, 2019 and Exchange Hybrid servers, Exchange Online.

Duties and Responsibilities: (Essential Duties include but are not limited to):

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.EDUCATION/EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:

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:

High School Diploma/GEDExcellent communication, presentation, writing, and editorial abilities.Excellent organizational and time management skills.Critical thinking and problem solving.Require limited supervision and direction. Drive results and set priorities independently.Ability to work on a 24x7 on-call rotation schedule.Flexible work hours.Minimum Technical Qualifications:

Technical documentation: creating and maintainingMicrosoft Office 365's Cloud suite including Office, Teams, SharePoint, Intune and OneDriveWorking with Exchange 2010, 2013, 2016, 2019 and Exchange Hybrid servers, Exchange OnlineActive DirectorySpam FilteringSecure EmailBackup RecoveryFile TransfersNeeded Attributes:

A proven level of experience with Exchange 2010, 2013, 2016 and Exchange Hybrid serversA proven level of competence with Windows servers, Active DirectoryA proven level of competence with Spam Filter and Secure Email technologyAbility to manage a large case load of escalations from junior engineersExcellent communication skills.Proficiency in computer usage, internet, and Microsoft Office suite of applications.

USD 21.06 - 31.63 per hour

Compensation:

Hourly base pay rate is $21.06 - $31.63/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.

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.