Duties and Responsibilities: (Essential Duties include but are not limited to):
- 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.
- 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.
- 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 3 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 up to 1 year of experience; or 5 years' experience in a related field
- Ability to work on a 24x7 on-call rotation schedule.
Minimum Technical Qualifications:
- Technical documentation: creating and maintaining
- Microsoft Office 365's Cloud suite including Office, Teams, SharePoint, Intune and OneDrive
- Implementing Microsoft AD, Azure AD connect, Azure AD
- Engineering Single sign on (SSO)
- Working with Exchange 2010, 2013, 2016, 2019 and Exchange Hybrid servers, Exchange Online
- VMware
- Active Directory
- Exchange Online Threat Protection
- Spam Filtering
- Secure Email
- Backup Recovery
- File Transfers
Needed Attributes:
- A proven level of competence with Spam Filter and Secure Email technology
- Ability to manage a large case load of escalations from junior engineers
USD 26.06 - 39.13 per hour
Compensation:
Hourly base pay rate is $26.06 - $39.13/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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
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What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
