Advanced Cloud Engineer I - Rapidscale

RapidScale, a COX Business Company, is one of the fastest growing Cloud Computing companies in the industry. Based in Raleigh, NC, 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.
As an Advanced Cloud Engineer I on our Advanced Cloud Engineering team your essential duties include but are not limited to:

• Maintain multiple customer environments.
• Act as technical escalation for NOC, Level I & II Engineers.
• Coach / Mentor NOC, Level I & II Engineers.
• Act as final escalation point for support team.
• 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.
• Contribute to technical knowledge base.
• Deliver trainings to NOC, Level I & Level II Engineers.
• Perform Escalation Management duties.
• Review cases, identify trends, and drive problem resolutions.
• Perform technical review of environments transitioning from implementation team to support team.
• Deep dive technical problems and create full resolutions to issues.
• Understand how technologies work together to see bigger picture of issues. Review and manage top tier customer environments to prevent major issues.
• Be available for on-call & weekend shifts.
• Perform Customer Onboarding & Critical Account roles and responsibilities. Participate in interviewing potential new hires. Provide Feedback on process and tool improvements
• Own Root Cause Analysis on any high priority case.

Minimum Technical Qualifications:

• High School Diploma/GED and 7 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years' experience; or 9 years' experience in a related field
• Advanced knowledge of AD
• Active Directory and Domain Controller knowledge
• Check replication status
• Windows Server 2016 and higher management
• Group Policy
• FSMO Roles
• DNS
• robocopy
• Excellent communication, presentation, writing, and editorial abilities.
• Excellent organizational and time management skills.
• Flexibility to work alternative days and shifts as needed
• Preferred MSP experience.

Additional Requirements:

• Support and maintain the integrity of multiple operating systems
• Knowledgeable with server back-up recovery
• File Maintenance
• Server patch management
• Proven knowledge of identifying, analyzing, and resolving system problems
• Strong skills in technical documentation
• DHCP
• Basic Networking troubleshooting skills
• NTFS Permissions

Preferred Technical Qualifications:

• Advanced knowledge with Veeam Back-Up Technologies (trainable) - - Veeam Back up Recovery/Veeam Cloud Connect
• Knowledge of N-Able Patching technologies - Deployment and maintaining server patches
• Proficient with PowerShell scripting
• Strong VMware of Hypervisor Experience
• Experience working with Print Servers

USD 37.40 - 56.15 per hour
Compensation:
Hourly base pay rate is $37.40 - $56.15/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.
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