Cloud Support Engineer II, O365 (RapidScale)

$64,210 - $96,408/Yr

Cox Communications - Raleigh, NC

Full-time - Mid Level

Raleigh, NC

Broadcasting and Content Providers

About the position

As a Sr Cloud Engineering Support Specialist at RapidScale, you will play a crucial role in providing exceptional technical support to clients, focusing on troubleshooting and resolving issues related to cloud services. This position emphasizes a customer-first approach, requiring effective communication and collaboration with various teams to ensure high levels of customer satisfaction. You will manage ticket backlogs, act as a technical escalation point, and contribute to the technical knowledge base, all while maintaining a flexible work schedule that includes hybrid remote work options.

Responsibilities

• Update and manage ticket backlog based on internal policies.
• Identify high priority issues and act as the next level escalation point for these issues.
• Provide a customer-first experience while managing tickets via phone and email.
• Work cohesively with team members and all divisions of the company.
• Engage resources inside and outside of your team to troubleshoot and resolve issues.
• Deliver solutions that lead to problem resolution or mitigation with high customer satisfaction.
• Be customer-facing and travel to customer sites as needed.
• Act as a technical escalation for Customer Service Technicians.
• Contribute to the technical knowledge base.

Requirements

• High School Diploma/GED and 5 years' experience in a related field, or a combination of education and experience such as a degree/certification and 3 years' experience, or 7 years' experience in a related field.
• Excellent communication, presentation, writing, and editorial abilities.
• Ability to work independently with limited supervision and direction.
• Ability to work on a 24x7 on-call rotation schedule.
• Experience with technical documentation and creating/maintaining it.
• Experience in configuring, supporting, and maintaining Microsoft 365 Tenant.
• Experience with Conditional Access Management, PowerShell scripting, Intune management, and endpoint management.

Nice-to-haves

• MS 900 Certified Fundamentals
• M365 Endpoint Administrator Certification
• Preferred MSP experience
• Experience with Exchange 2010, 2013, 2016 and Exchange Hybrid servers
• Knowledge of Mimecast Email Security
• Experience with Azure Virtual Desktop and AZ900.

Benefits

• Competitive salary and top-notch bonus/incentive plans.
• Professional development and continuing education opportunities.
• Exceptional work-life balance and flexible time-off policies.
• Comprehensive healthcare options for individuals and families.
• Generous 401(k) retirement plans with up to 8% company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.