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Cloud Support Engineer II - RapidScale

Location Irvine, United States
Posted 20-December-2021

Primary Location: 510 Glenwood Ave, Irvine, CA, US

Division: Cox Communications

Job Level: Individual Contributor

Travel: No

Schedule: Full-time

Shift: Day Job

Requisition Number: 219


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.

DUTIES AND RESPONSIBILITIES: (Essential Duties include but are not limited to):
- Be point of contact for escalations related to Cisco Security products
- Create training and troubleshooting documentation
- Mentor and train support organization to ensure full 24x7 support capabilities
- Maintain multiple customer environments
- A strong desire to learn and support RapidScales Cloud offerings
- 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
- 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


The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential duty satisfactorily.
Educational & Soft Skills Requirements:
- Current CCNP (Route Switch or Security)
- Excellent communication, presentation, writing, and editorial abilities
- Excellent organizational and time management skills
- Flexibility to work alternative days and shifts as needed
o Rotating on-call schedule
o Days Example: Monday - Friday
o Shifts Example: Day or Evening
- Preferred MSP experience
- In-depth experience (Installation, configuration, and troubleshooting) with the following:
o Cisco ASA (5506, 5516, and 5555)
o Cisco FirePower (FP2110)
o Cisco ISRs (892, 4331, 4451)
o Cisco Catalyst Switches (3XXX, and 2XXX)
- Extensive experience with SNMP, ACLs, NAT, and AAA
- VeloCloud Experience
- Fortinet/Fortigate Experience
- SDWAN Experience
- Microsoft AD (password resets, security groups, Sites & Services, Replication, Time Synchronization)
- Proficiency in computer usage, internet, and Microsoft Office suite of applications.
- Citrix XenApp 7.x (PVS, Storefront, Director, Session Host, Base Image)
- RDS (Basic understanding of components - Gateway server, Hosts)
- Certificates
- Windows Server 2012, 2016 etc
- Basic VMWare - Interfacing with virtual machines inside of VMWare. Adding resources etc.
- SharePoint
- Server Performance Monitoring
- AlientVault

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with Powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at

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 individuals 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.

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