Cloud Support Engineer II, O365 (RapidScale)

Company

Cox Communications, Inc.

Engineering / Product Development

Sr Cloud Engineering Support Specialist

Individual ContributorHybrid - Ability to work remotely part of the week

Yes, 5% of the time

Day

Compensation

Hourly base pay rate is $30.87 - $46.35/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.

RapidScale is one of the fastest-growing Cloud Computing companies in the industry. Based in Raleigh, NC, the company has a solid record of delivering world-class products and services to our customers throughout the country and around the globe. RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization for both Windows and Mac applications. The company also provides Infrastructure as a Service (IaaS) and Disaster Recovery as a Service (DRaaS) solutions via an enterprise “Flex Pod” cloud stack.

We are hiring for Cloud Support Engineer II for our O365 team. In this role you will provide high level break fix support for our customers including, but not limited to: configuring supporting and maintaining all facets of a Microsoft 365 Tennant.

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:

• Work 40+ hours a week.

• 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 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 directions from more senior engineers.

• Flexibility to be customer facing and travel to customer sites.

• 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 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

• MS 900 Certified Fundamentals

• M365 Endpoint Administrator Certification

• Excellent communication, presentation, writing, and editorial abilities.

• Excellent organizational and time management skills.

• Critical thinking and problem solving.

• Require limited supervision and direction. Drive results and set priorities independently.

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

• Preferred MSP experience

Minimum Technical Qualifications:

• Technical documentation: creating and maintaining

• Configure, support and maintain all facets of a Microsoft 365 Tennant

• 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 of Email Security Tools

• Microsoft Teams administration

• Microsoft Teams Voice

• End user management through Active Directory (AD) or Entra (formerly Azure AD)

Preferred Technical Qualifications:

• A proven level of experience with Exchange 2010,2013,2016 and Exchange Hybrid servers

• Mimecast Email Security Knowledge

• Azure Virtual Desktop

• AZ900

• 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.

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, parental leave, and COVID-19 vaccination 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.