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Technical Support Engineer II- Continuity

2 months ago

Denver, United States Pax8 Full time

Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best.

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right " fit " – instead, we look for the add.We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points.Webelieve in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.

We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.

Position Summary:

The Technical Support Engineer II interacts with our partners through multiple communication channels, providing advanced technical support and escalation assistance on the vendors that we have on our line card. They act as the first point of internal escalation for tier I engineers. The Engineer handles more complex support scenarios and tier one escalations. They provide collaboration and mentorship to the team. The Engineer creates product knowledge documentation. They focus on the products and technologies that are relevant to the specific team they are assigned to which include Productivity, Infrastructure, Continuity, and Security.

Essential Responsibilities:

Provides advanced technical support to partners Manages daily cases assigned Logs into phone and case management systems according to schedule Resolves complex technical cases in a timely and efficient manner, using advanced technical knowledge of various Stax solutions Determines when escalation to upper tier engineers and/or vendors is necessary and appropriate Owns and oversees escalated support cases until resolution is determined Collaborates with others to develop customer support and problem resolution processes to provide more efficient, better partner/customer support Collaborates with vendors and vendor contacts around cases currently in an escalated state Acts as first point of internal escalation for tier I engineers Mentors team and assist with escalations Assists with mentorship of team members over the following: Acts as guided resource for new team members, L1’s, and Service Desk team members Serves as new hire Co-Pilot Provides feedback to leadership on methods of improvement for systems and situations that may develop Shares product specific support cases and their resolutions with the team for ongoing learning opportunities Participates in live support cases or cases in which a partner has expressed frustration Maintains product and knowledge specialization Develops and maintains knowledge around specific products in team Works with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team Acts as a delegated Subject Matter Expert for one or more products, assisting with vendor communications, product training, as well as team and leadership awareness

Ideal Skills, Experience, and Competencies:

At least four (4) years of related experience in the technical support field MSP experience preferred Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated Excellent analytical & problem-solving skills combined with the ability to provide quick resolution to problems A self-motivated, strategic creative worker with a drive for executional excellence Proficient at managing email and team communication through MS Outlook and MS Teams Demonstrated support specific knowledge in one or more of the following Pax8 Stax: Productivity: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Experience migrating to Office 365, or from different versions of Microsoft Exchange. Understanding of PowerShell and its use with Office 365. Advanced knowledge of the Office 365 Desktop Suite. Fundamental knowledge of mail flow concepts and DNS. Infrastructure: Advanced experience with the Microsoft Office 365 and Azure platforms. Experience with Azure AD Connect and hybrid configurations. Knowledge of Windows Virtual Desktop and/or Remote Desktop Services. Understanding of virtualization and clustered server environments. Continuity: Advanced admin/engineer level experience with BC/DR solutions, their set up, configuration, and failover best practices. Understanding of Microsoft Windows Server architecture. Advanced admin/engineer level experience with SaaS based email solutions, Office 365 preferred. Advanced admin/engineer level experience with SaaS based backup solutions and the restoration of data. Working knowledge of continuity-based products such as Acronis, Storagecraft, Veeam, Dropsuite. Security: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third party platforms. Advanced admin/engineer level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ. Advanced admin/engineer level experience with endpoint solutions like SentinelOne and Bitdefender. Installation, removal, and remediation experience with endpoint solutions. Knowledge around cybersecurity best practices or the desire to learn and dig deeper.

Required Education & Certifications:

B.A./B.S. in related field or equivalent work experience Industry specific certifications preferred including but not limited to: Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+

Compensation:

Qualified candidates can expect a salary beginning at $63,000 or more depending on experience

Expected Closing Date: 6/12/24

#BI-Remote #DICE-A

*** Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed ***

Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.

At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:

Non-Commissioned Bonus Plans or Variable Commission 401(k) plan with employer match Medical, Dental & Vision Insurance Employee Assistance Program Employer Paid Short & Long Term Disability, Life and AD&D Insurance Flexible, Open Vacation Paid Sick Time Off Extended Leave for Life events RTD Eco Pass (For local Colorado Employees) Career Development Programs Stock Option Eligibility Employee-led Resource Groups

Pax8 is an EEOC Employer.

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