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

USD 26.06 - 39.13 per hour
Compensation:
Hourly base pay rate is $26.06 - $39.13/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.