Cloud Support Engineer I - Email

Job Description

Responsibilities:

• 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.

Qualifications

Required:

• A college degree or equivalent work experience (5+ years).
• MS 900 Certified Fundamentals
• 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 of PowerShell Scripts
• Intune management
  • Endpoint management
  • Policy creation
  • MFA policies
• 365 License administration
• Email recovery
• Implementing Microsoft AD, Azure AD connect, Azure AD
• Familiarity of Email Security Tools
• Microsoft Teams administration
• End user management through Active Directory (AD) or Entra (formerly Azure AD)

Preferred Qualifications:

• A proven level of experience with Exchange 2010,2013,2016 and Exchange Hybrid servers
• Mimecast Email Security Knowledge
• 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.

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