Lead Network Support Specialist, Cox Enterprises

Cox Enterprises

Location:

United States, Raleigh

Category:

IT - Administration

Contract Type:

Not provided

Salary:

38.17 - 57.21 USD / Hour

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Job Description:

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike 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.

Job Responsibility:

Manage, prioritize, perform incident commanding, and resolve complex client service issues
Serve as a technical leader for all RapidScale network support and monitoring teams
Act as a subject matter expert for MNO and serve as escalation point for complex customer issues
Troubleshoot escalated issues with external customers and network/telecom providers
Provide excellent customer service when working with customers either internal or external
Serve as the escalation point for network issues escalated by Tier 1 and Tier 2 support teams
Join major event/incident calls, use technical and analytical skills to resolve network issues that impact RapidScale Network Managed customer services
Provide mentorship and technical guidance to Tier 1 and Tier 2 RapidScale Managed Network NOC personnel
Lead resolution of sensitive Diamond and Platinum customer escalations escalated to MNO leadership
Accept call overflows for frontline NOC support team during major outages
Assist with the development of policies and procedures for maintaining network infrastructure
Prepare and maintain up-to-date documentation, including customer service network topology documents, run books, detailing the deployment of various solutions
Participate in on-call network support rotation

Requirements:

High School Diploma/GED and 7 years’ experience in a related field
Customer service oriented with attention to detail
Experience with a ticketing system and managing a ticket queue
Solve complex technical problems with little supervision and escalate when appropriate
Exceptional analytical and problem-solving skills that has ability to identify and analyze problems swiftly
Ability to manage escalations effectively
Ability to work and partner with internal peers, vendors, and external customers, to drive escalated customer issues to resolution
Extensive technical knowledge of current network hardware, protocols, and Internet standards, including routers, switches (layer 2/3), firewalls, remote access, VPN, IPsec, BGP, VLAN, VRF, and QoS
Proven experience with vendor agnostic network switching, network security, wireless, and routing equipment

Nice to have:

15 years of experience in the networking industry
Experience as NOC /Network Engineer
Passion for technology and teamwork focused attitude with an ability to learn new technologies
Extensive experience with LAN, WAN, SD-WAN, and Wi-Fi technologies
Thorough technical knowledge of various technologies such as Fortigate, SD-WAN, Cisco Routers, and Cisco Meraki
Any of the following Certifications: Cisco CCNP, Fortinet NSE4-7, VMware/Velocloud SD-WAN, Cisco SD-WAN Solutions (300-415 ENSDWI) Exam

What we offer:

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, and parental leave
Generous compensation & bonus structure
Flexible time off policies
Amazing healthcare plans at low cost to you
Free access to Care.com
Funds to pay for classes, certifications or school
Free access to Calm + counseling for mental wellbeing

Additional Information:

Job Posted:

March 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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