Cloud Support Engineer II, VDI (RapidScale)

Role Overview:

We are seeking a Cloud Support Engineer II, VDI, to join our support organization. In this critical role, you will provide exceptional tier-three support within the VDI technology space, ensuring high levels of customer satisfaction and operational excellence.

Key Responsibilities:

• Environment Maintenance: Manage and oversee multiple customer VDI environments to ensure optimal performance.

• Ticket Management: Track, update, and manage the ticket backlog in line with internal policies and customer needs.

• Crisis Management: Identify and prioritize high-impact issues, escalating them as necessary.

• Customer Engagement: Provide a customer-first experience through phone, email, and ticketing systems, ensuring satisfaction at all stages.

• Collaboration: Work cross-functionally with team members and other divisions to resolve issues and improve service delivery.

• Resource Coordination: Engage both internal and external resources to facilitate effective troubleshooting and issue resolution.

• Knowledge Sharing: Conduct independent research to stay up-to-date with new technologies, sharing insights and best practices with the team.

• Vendor Interaction: Collaborate with vendors to troubleshoot and resolve customer-related issues effectively.

• Documentation: Maintain accurate documentation, including spreadsheets and Knowledge Base Articles, to aid internal processes.

• Technical Guidance: Mentor and train junior engineers and technicians on VDI technologies and industry best practices.

• Technical Reviews: Conduct reviews for RFCs and ensure client environments are patched, compliant, and secure.

• System Updates: Manage updates to customer environments, including Long Term Stable Releases (LTSR), cumulative updates, and security patches.

• Advanced Troubleshooting: Develop and document advanced technical troubleshooting procedures.

• Cross-Team Collaboration: Work closely with adjacent teams to create innovative solutions and improve processes.

Minimum Qualifications:

• High School Diploma/GED with at least 5 years of relevant experience, or equivalent combination (e.g., a degree/certification in a related field and 3 years of experience, or 7 years of related experience).

• Strong troubleshooting skills with the ability to resolve complex technical issues.

• Excellent communication, presentation, and writing skills.

• Strong organizational and time management abilities.

• Flexibility to work on alternative days and shifts as required.

• Proven experience in managing VDI environments.

• Experience with Citrix, AVD, Horizon, and RDS.

• Willingness to participate in a 24x7 on-call rotation schedule.

Preferred Certifications:

• AZ-900: Microsoft Azure Fundamentals

• AZ-104: Microsoft Azure Administrator

• AZ-140: Configuring and Operating Windows Virtual Desktop

Technical Skills:

• Advanced Windows Management: Expertise in Active Directory, server roles (installation, configuration, management), object and group management, GPOs, DNS, DHCP, replication, IIS, FSMO.

• OS Optimization: Proficient in optimizing operating systems for peak performance.

• Server Optimization: Skilled in performance monitoring, investigation, and remediation of memory, CPU, disk, I/O, AV management, and scheduled maintenance.

• GPO Optimization: Proficient in optimizing Group Policy Objects (GPOs) for effective system management.

• Log Analysis: Ability to analyze and interpret system logs to identify issues.

• Citrix Expertise: Intermediate knowledge of Citrix (XenApp) LTSR 1912, 2203, including PVS, Storefront, Director, Session Host, Base Image, NetScaler, UPM, and Citrix Policies.

• Advanced RDS: Expertise in RDS Gateway, certificates, and host management.

• Certificate Management: Experience in managing, renewing, monitoring, and configuring certificates across multiple platforms.

• Cybersecurity Concepts: Understanding of CVE remediation, environment hardening, and other cybersecurity best practices.

Preferred Skills:

• Certifications: Nerdio Certification, Citrix Certified Associate (CCA).

• Legacy OS Experience: Experience with Windows Server 2008, 2012/R2 management and troubleshooting.

• Advanced Virtualization: Proficient with VMware ESXi, VMware vSphere, VMware vCenter, and VMware vCloud.

• N-able Management: Experience with N-able management tools.

• Networking: Strong understanding of networking technologies, including Fortigate, VPN (Layer 1 and Layer 2), VeloCloud, and firewalls.

• Microsoft Services: Familiarity with Microsoft services, including Outlook/Exchange and Azure AD.

• MFA/2FA: Experience with Duo, Azure MFA, Workspace One, and OneLogin.

• Backup and Restoration: Knowledge of Veeam Backup and Restoration, including Veeam Self Service portal and Veeam Backup & Replication (VBR).