Role Description We're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the Microsoft 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first point of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers within SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client base. Key Responsibilities - Support & Triage - Act as first point of contact for incoming helpdesk tickets across our client base - Triage, prioritise, and categorise tickets in line with SLA commitments - Resolve 1st line issues directly and progress 2nd line tickets where skills allow - Escalate complex issues to 2nd / 3rd line engineers with clear, well-documented handovers - Keep clients informed with clear, professional updates throughout ticket lifecycle - Microsoft 365 Administration - Support day-to-day administration of: - Microsoft Entra ID (Azure AD) - Exchange Online - SharePoint Online & OneDrive - Microsoft Teams - Intune - Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access - Assist with device enrolment and basic Intune policy troubleshooting - Security & Compliance - Support MFA, Conditional Access, and Identity Protection tasks under senior guidance - Triage alerts from Microsoft Defender (Office 365, Endpoint, Identity) - Assist with compliance-related requests including retention, DLP, and eDiscovery - Flag potential risks and anomalies to senior engineers - Endpoint & Workplace Support - Troubleshoot Windows 10/11 issues across managed devices - Support users with Office apps, Teams, and collaboration tooling - Assist with basic network connectivity issues (Wi-Fi, VPN, Azure Virtual Desktop) - Career Progression - We are in a growth phase, with a clear strategy built around standardised service delivery, modern workplace specialism, and acquisition-led expansion. That creates real opportunity for the right person to grow with us. We'll actively support your development through: - A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. security, Intune, Azure, Microsoft 365 engineering) - Mentoring from senior engineers with deep experience across the Microsoft stack - Exposure to project work alongside day-to-day support, so you build breadth as well as depth - Successful candidates who demonstrate initiative and technical growth can expect genuine opportunities to step up as the team expands. Qualifications - Proven experience in a 1st line or junior 2nd line support role (MSP or internal IT) - Hands-on experience administering Microsoft 365 tenants - Working knowledge of: - Microsoft Entra ID / Azure AD user and group management - Exchange Online basics (mailboxes, distribution groups, mail flow troubleshooting) - SharePoint Online and OneDrive permissions and sharing - Confident troubleshooting Windows 10/11 and common Office app issues - Excellent written and verbal communication — you'll be client-facing daily - Strong organisational skills and the ability to manage multiple tickets concurrently Requirements - Experience in an MSP or multi-tenant environment - Basic Intune experience (Windows and mobile enrolment, simple policies) - Familiarity with Azure fundamentals (IaaS / PaaS basics) - Experience with PSA / RMM tools (e.g. HaloPSA, Autotask, NinjaOne, Datto) - Aware of Cyber Essentials or similar frameworks Benefits - Exposure to a modern Microsoft 365 stack across a diverse SME client base - Clear escalation paths and mentoring from senior engineers

• Act as a technical expert for Corporate and Client LMS, SharePoint, CRM, and GTM applications, contributing to optimal configuration, security, and usability. • Translate complex business requirements into scalable technical solutions, ensuring alignment with enterprise architecture. • Lead SharePoint technical design, system integrations, and data migrations to enhance platform functionality and efficiency. • Identify opportunities for automation, process improvements, and enhanced user experiences across global applications. • Establish and document technical best practices, governance policies, and system standards for global teams. • Oversee Corporate and Client related LMS and SharePoint system administration, including permission management, security configurations, and performance tuning. • Troubleshoot complex technical issues, resolve system bottlenecks, and optimize platform performance. • Conduct data analysis and reporting, providing insights on system utilization, adoption, and efficiency improvements. • Develop technical documentation, user guides, and support materials to enhance system knowledge across teams. • Serve as the technical liaison between business teams, IT, and external vendors, ensuring effective communication of technical requirements. • Provide technical expertise and recommendations to support decision-making on platform enhancements and new implementations. • Collaborate with cross-functional global teams to drive system improvements and ensure seamless application performance. • Support user training initiatives, ensuring teams effectively leverage system capabilities. • Research and evaluate emerging technologies, identifying opportunities for enhanced automation, integration, and digital transformation. • Implement AI-driven solutions, process automation, and advanced analytics in SharePoint to improve operational efficiency. • Drive ongoing system enhancements, ensuring applications evolve to meet business needs. • Lead and support projects and initiatives as assigned by leadership.

Role Description At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies. - Maintain and support multiple customer environments. - Work a standard 40+ hour week with flexibility for business needs. - Update and manage ticket backlog in accordance with internal policies. - Provide crisis management by identifying high-priority issues and escalating appropriately. - Deliver a customer-first experience while managing tickets via phone and email. - Collaborate effectively with your immediate team and across all company divisions. - Engage internal and external resources—including technical engineers, account teams, and project managers—to troubleshoot and resolve issues. - Drive solutions that lead to resolution or mitigation with a high level of customer satisfaction. - Follow guidance and direction from senior engineers while contributing to team goals. - Remain flexible to customer-facing responsibilities, including travel to customer sites as required. Qualifications - High school diploma/GED with less than 2 years of experience; or no diploma/GED with 2 years of experience. - Strong communication, presentation, writing, and organizational skills. - Ability to manage time effectively and adapt to shifting priorities. - Willingness to work alternative days and shifts as needed (e.g., Tuesday–Saturday or Sunday–Thursday; Day, Evening, or Night shifts). - Basic knowledge of Microsoft Active Directory (password resets, security groups). - Basic networking knowledge (IP address, MAC address, Layer 1 vs. Layer 2). - Proficiency with general computer usage, internet, and Microsoft Office applications. Requirements - Experience with Fortigate firewalls. - SD-WAN management expertise. - Advanced networking skills (NAT, Subnetting, VPN, Fortigate, vShield Edge). - Server performance monitoring. - Familiarity with N-able (RMM platform). - Prior experience in a Managed Service Provider (MSP) environment. Benefits - Employees are eligible to receive a minimum of sixteen hours of paid time off every month. - Seven paid holidays throughout the calendar year. - 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.

• working through timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees • solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic and Photo. • take live troubleshooting calls daily. • deliver outstanding customer service in a timely, and efficient manner. • document problems, complete problem tickets, and request information in the support tools. • maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques. • effectively manage call workload. • collaborate well in a team environment. • work 5 days a week and must be able to work one weekend shift a week.