Cloud Support Engineer - RapidScale

RapidScale is one of the fastest growing Cloud Computing companies in the industry. Based in 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 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

• 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.

Qualifications:

Minimum:
Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)

• 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.
• Fortigate basic administration and troubleshooting

Preferred:

• VeloCloud - Highly Preferred
• Meraki
• Advanced Networking - NAT, Subnet, VPN, Fortigate, vShield Edge
• Cisco