Cox Enterprises
Cloud Support Engineer II, O365 (RapidScale)
Cox Enterprises, Raleigh, North Carolina, United States, 27601
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.As a Cloud Support Engineer II, O365 you will be working extensively with RapidScale clients to drive exceptional troubleshooting and solution resolution in break-fix scenarios.What’s In It For You?
Competitive salary and top-notch bonus/incentive plans.Professional development and continuing education opportunities.The chance to work with fascinating, cutting-edge platforms.Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.Comprehensive healthcare, with multiple 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.What You’ll Do:
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.Work cohesively with team as well as all divisions of the company.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.Flexibility to be customer-facing and travel to customer sites.Act as technical escalation for Customer Service Technicians.Contribute to technical knowledge base.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 5 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 3 years’ experience; or 7 years’ experience in a related field.Excellent communication, presentation, writing, and editorial abilities.Require limited supervision and direction. Drive results and set priorities independently.Ability to work on a 24x7 on-call rotation schedule.Minimum Technical Qualifications:
Technical documentation: creating and maintaining.Configure, support and maintain all facets of a Microsoft 365 Tenant.Conditional Access Management.Execution and creation of PowerShell scripts.Intune management:
Endpoint management.Policy creation.MFA policies.AutoPilot.
365 License administration.SharePoint and OneDrive Administration.Email recovery.Implementing Microsoft AD, Azure AD connect, Azure AD.Familiarity with Email Security Tools.Microsoft Teams administration.End user management through Active Directory (AD) or Entra (formerly Azure AD).Preferred Technical Qualifications:
MS 900 Certified Fundamentals.M365 Endpoint Administrator Certification.Preferred MSP experience.A proven level of experience with Exchange 2010, 2013, 2016 and Exchange Hybrid servers.Mimecast Email Security Knowledge.Azure Virtual Desktop.AZ900.
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Competitive salary and top-notch bonus/incentive plans.Professional development and continuing education opportunities.The chance to work with fascinating, cutting-edge platforms.Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.Comprehensive healthcare, with multiple 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.What You’ll Do:
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.Work cohesively with team as well as all divisions of the company.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.Flexibility to be customer-facing and travel to customer sites.Act as technical escalation for Customer Service Technicians.Contribute to technical knowledge base.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 5 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 3 years’ experience; or 7 years’ experience in a related field.Excellent communication, presentation, writing, and editorial abilities.Require limited supervision and direction. Drive results and set priorities independently.Ability to work on a 24x7 on-call rotation schedule.Minimum Technical Qualifications:
Technical documentation: creating and maintaining.Configure, support and maintain all facets of a Microsoft 365 Tenant.Conditional Access Management.Execution and creation of PowerShell scripts.Intune management:
Endpoint management.Policy creation.MFA policies.AutoPilot.
365 License administration.SharePoint and OneDrive Administration.Email recovery.Implementing Microsoft AD, Azure AD connect, Azure AD.Familiarity with Email Security Tools.Microsoft Teams administration.End user management through Active Directory (AD) or Entra (formerly Azure AD).Preferred Technical Qualifications:
MS 900 Certified Fundamentals.M365 Endpoint Administrator Certification.Preferred MSP experience.A proven level of experience with Exchange 2010, 2013, 2016 and Exchange Hybrid servers.Mimecast Email Security Knowledge.Azure Virtual Desktop.AZ900.
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