Escalations Lead / Level 2+ Support Engineer

Job DescriptionJob Description

Ripple is looking for an experienced NOC Engineer. You probably have 6 or more years of IT experience (Previous MSP experience is a bonus). You are definitely enthusiastic about both people and IT - you are someone who loves to help clients and lead a team to success. Here’s the mission of the job, and what you can expect. The salary is $80k AUD or higher, depending upon experience.

Mission for a Ripple Cloud Engineer:
To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you. To nurture and lead fellow Ripplers with your technical and people skills.

Our Values:

Best is Best
We find the best ways to do things, and often it means learning something new and changing our ways. This is the surest path to customer success, and for personal and professional growth.

Empathy and Kindness
Empathy is the gateway to helping, kindness the tool.
We first need to understand how someone is feeling, then use kindness and thoughtful communication to show our respect.

Ask Why, Not How aka Effectiveness > Efficiency
We need to understand what we are trying to accomplish before we can craft the best solutions.

Team Performance, Family Feel
Only a team of high performers is worth being on, and for as long as someone chooses to kick ass at Ripple, they should feel like Ripple is their second family.

Style and Design Make Everything Better.
Design is a choice one makes to improve the world and embrace the human spirit.

Requirements

Ripple is looking for an Experienced Escalations Lead or Level 2+ Technician. This is a hybrid work from home position that will also require on-site visits. You ideally have around 7 years of IT experience (Previous MSP experience is a huge plus and might speed up the process). You are definitely enthusiastic about both people and IT. Here’s the mission of the job, and what you can expect. The salary range is between $62-66k/year depending on experience.

Mission for the Ripple Escalations Lead:
To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you.

Core Values

• Assume Good Intentions
• Best is Best
• Collaborate Always

Beliefs we practice

• Freedom to do your best work

• Ask why, not just how
• Commitment to each other
• Celebrate loudly
• Team performance, family feel
• Style & design make everything better

Purpose

• To deliver a service experience that inspires everyone it touches.

The kind of stuff you’ll do:

• Take on the hard stuff. The ones that require that extra special touch. If it's complicated, you're the one. Help your team so well they blow chef's kisses at you.
• Back the team up with usual requests and every day issues when you aren't taking on the hard stuff. You're still the one, even with the day to day.
• Work with a multitude of environments including Windows server infrastructure, Citrix Xendesktop and Xenapp, VMware, Microsoft Azure, and Google Workspace.
• Work with Cloud applications such as Mimecast, M365, DUO, Onelogin, Dropbox, Sharepoint, and various VOIP solutions.
• Work with various server hardware, firewalls, switches, access points, and storage arrays, core switching and SAN/NAS systems
• Manage 2FA, zero-trust, single sign on, and providers (Okta, AAD, etc)
• Serve as a point of escalation for our support team

How you will know if you are successful:

• Ripple customers will sing your praises often. They will say things like: “Pat is so friendly.” “Pat is so helpful.” “Pat helped me understand something technical without sounding technical.” “Pat never speaks down to me.”
• Your fellow Ripplers will sing your praises often. They will say things like: “I know I can always go to Pat for help.” “Pat is a real self-starter.” “Pat listens to me.” “Pat is fun.” “Pat just gets the job done.”

What you need to bring:

• Ability to communicate empathetically, logically, and clearly in a boatload of different situations. Calm under pressure, graceful under fire, and able to bring the funk at all times
• Natural troubleshooting skills
• Ability to find answers
• Unquenchable desire to grow - personally, and professionally
• A “roll up your sleeves and let’s get to it” work ethic
• Both Mac and PC skills
• Use - and create - documentation
• Previous MSP experience a big plus

Benefits

What we’ll bring:

• A workplace of unrivaled flexibility
• Challenging work
• A team that cares about you and your goals
• Good pay
• Group Health, Dental, and Vision Insurance
• Short/Long Term
• Life, Critical Illness, Accident, and Cancer Insurance
• 401(k) Retirement Plan: 3% Employer Contribution, immediately vested
• Amazing clients and coworkers