Cloud Support Technician, O365 (rapidscale)

Cloud Support Technician

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help businesses 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. Join us in delivering cutting-edge cloud and managed IT solutions for both SMBs and enterprises alike.

RapidScale is looking for a Cloud Support Technician to support one of our clients utilizing our managed services in O365. You will be responsible for all client communication and tier one troubleshooting of our O365 services. Including but not limited to: Microsoft Office 365's Cloud suite including Office, Teams, SharePoint, Intune and OneDrive, working with Exchange 2010, 2013, 2016, 2019 and Exchange Hybrid servers, Exchange Online.

Duties and Responsibilities:

• Maintain multiple customer environments.
• Work 40+ hours a week.
• Update and manage ticket backlog based on internal policies.
• Crisis Management - Identify any high priority issues and escalate to next level. Provide a customer-first experience while utilizing phones and email to manage tickets.
• Work cohesively with team as well as all divisions of company.
• Customer-first approach.
• 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.
• Flexibility to be customer facing and travel to customer sites.

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 (or equivalent experience), with less than 2 years of professional experience, OR a minimum of 2 years of relevant experience in a technical support role.
• Ability to work on a 24x7 on-call rotation schedule.
• Flexible work hours.

Minimum Technical Qualifications:

• Technical documentation: creating and maintaining.
• Microsoft Office 365's Cloud suite including Office, Teams, SharePoint, Intune and OneDrive
• Working with Exchange 2010, 2013, 2016, 2019 and Exchange Hybrid servers, Exchange Online
• Active Directory
• Spam Filtering
• Secure Email
• Backup Recovery
• File Transfers

Needed Attributes:

• A proven level of experience with Exchange 2010, 2013, 2016 and Exchange Hybrid servers
• A proven level of competence with Windows servers, Active Directory
• A proven level of competence with Spam Filter and Secure Email technology
• Ability to manage a large case load of escalations from junior engineers
• Excellent communication skills.
• Proficiency in computer usage, internet, and Microsoft Office suite of applications.

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.

Cox Communications is all about creating moments of real human connection; and for employees, that's true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we're creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.