The Rapid Response Engineer is responsible for providing Tier 2 helpdesk end-user support, and Server and infrastructure support for small to enterprise sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.

Responsibilities and Authorities:

The responsibilities and authorities stated below are subject to established policies.

  • Respond to calls, tickets and emails that are escalated from the Cloud Services team members to troubleshoot reported issues in a helpdesk environment
  • Analyze and respond to Server and infrastructure alerts
  • Onsite deployment of customer desktops, servers, and infrastructure equipment
  • Work on customer projects with teams of Cloud Service team members and Project Engineers
  • Troubleshoot, monitor, and maintain client computers and desktop applications
  • Support current Windows Server operating systems
  • Support current Microsoft and other Server products
  • Escalate unresolved issues to the appropriate internal channel
  • Must be self-motivated and work well in a team environment
  • Excellent customer service skills
  • Excellent communications skills, including the ability to translate complex technical terms and concepts into layman’s terms
  • Some weekend work may be required on occasion, so must have ability to occasionally work remotely updating servers


  • Reports to the Cloud Services Director
  • Interfaces with Sales / Project Engineers / Rapid Response Engineers / Cloud Service Technicians / Cloud Service Specialists / Cloud Services Team Supervisor / cloud Services Manager
  • Frequent, daily interaction with SBS customer base

Position Specifications:

  • 5-7 years’ experience in a technical support role
  • At least 5 years experience in a remote technical support role
  • Current Microsoft Server Certification highly preferred. Excellent communication skills required.
  • Experience with current Windows Server operating systems required.
  • Basic administration of Windows servers preferred.
  • LAN/WAN and basic network troubleshooting and problem solving preferred.
  • Familiarity with email server and spam filtering technology preferred.
  • Must have exceptional communication skills.
  • Must be energetic, self-motivated and work well in a team environment
  • Ability to work remotely as needed

Certifications and Requirements to Acquire Next Grade Level:

  • 7 to 9 years of experience in a technical support role
  • 3 Certifications from approved list
  • 98% rating on Customer Satisfaction Surveys
  • Recommendation from Cloud Services Director, or Project Engineering Manager