Cloud Engineering Support Specialist II, O365 (RapidScale)

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. 

Duties and Responsibilities: (Essential Duties include but are not limited to):

• Update and Manage ticket backlog based on internal policies.

• Crisis Management - Identify any high priority issues and be the next level escalation point for high priority issues.

• 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.

• Be able to listen to, accept, and follow direction from more senior engineers.

• Act as technical escalation for Customer Service Technicians.

• Contribute to technical knowledge base.

• Coach / Mentor Customer Service Technicians.

• Perform Escalation Manager duties.

EDUCATION/EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:

The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential duty satisfactorily. Reasonable amounts of training are provided.

Educational & Soft Skills Requirements:

• High School Diploma/GED and 3 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 up to 1 year of experience; or 5 years’ experience in a related field

• Ability to work on a 24x7 on-call rotation schedule.

Minimum Technical Qualifications:

• Technical documentation: creating and maintaining

• Microsoft Office 365’s Cloud suite including Office, Teams, SharePoint, Intune and OneDrive

• Implementing Microsoft AD, Azure AD connect, Azure AD

• Engineering Single sign on (SSO)

• Working with Exchange 2010, 2013, 2016, 2019 and Exchange Hybrid servers, Exchange Online

• VMware

• Active Directory

• Exchange Online Threat Protection

• Spam Filtering

• Secure Email

• Backup Recovery

• File Transfers

Needed Attributes:

• A proven level of competence with Spam Filter and Secure Email technology

• Ability to manage a large case load of escalations from junior engineers