Cloud Support Engineer I - Email

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.

We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

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. 

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.