Cloud Engineering Support Specialist II – Rapidscale

Cloud Engineering Support Specialist II – Rapidscale

Requirements

• High School Diploma/GED and 3 years’ experience in a related field
• Excellent troubleshooting and decision making skills in a production environment
• 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

Responsibilities

• Maintain multiple customer environments
• Update and Manage ticket backlog based on internal policies
• Crisis Management – Identify any high-priority issues and escalate to the next level
• Provide Customer-First experience while utilizing phone calls, emails, and the ticketing system to manage cases
• 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 independently research and learn new material/ concepts, then share the latest knowledge with the team
• Be able to listen to, accept, and accurately follow directions from senior engineers
• Be able to interface with Vendors to achieve resolutions for the customer
• Be able to upkeep various spreadsheets accurately
• Assist with creating, reviewing, and updating internal Knowledge Base Articles

Preferred Qualifications

• Fortigate
• N-Able
• Entry level certification: Network +, Az-900, Security +
• Knowledge of cloud ‘As a service’ models
• Understanding of ransomware and recovery process