Lead Network Support Specialist (RapidScale)
 Cox Communications | |
parental leave, paid time off, paid holidays
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 United States, Florida, Jacksonville | |
 Apr 29, 2025 | |
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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.
We are seeking a Lead Network Support Specialist with a high level of network expertise to serve as the technical authority within our Managed Network Organization (MNO), which delivers and supports managed network services for external customers. This role requires an expert in SD-WAN, firewalls, network security, routing, and switching, with a passion for solving the toughest network challenges . As the Tier-2 next level escalation, this engineer will take on the most complex customer problems that no one else has been able to resolve. They must be able to troubleshoot intricate network designs, restore critical services under pressure, and lead technical resolution efforts , even with frustrated customers on the line. The ideal candidate thrives in high-stakes situations, keeping troubleshooting efforts on track while maintaining customer confidence. This is more than a technical role, it's a leadership position within the NOC, where this lead support specialist will be the go-to expert, setting the standard for problem resolution and driving operational excellence. If you have the expertise, composure, and determination to be the "superhero" customers and teams turn to in a crisis, we want you on our team. PRIMARY RESPONSIBILITIES : The primary objective of this role is to manage, prioritize, perform incident commanding, and resolve complex client service issues, both escalated and non-escalated, by considering the level of criticality and applying deep technical expertise and structured troubleshooting methodologies. This role ensures rapid issue resolution while maintaining compliance with service level agreements (SLAs) and serves as the third-line escalation point for the most challenging incidents, requiring advanced problem-solving and critical thinking.
Minimum Qualifications:
Preferred Qualifications:
USD 38.17 - 57.21 per hour Compensation: Hourly base pay rate is $38.17 - $57.21/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, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. | |