Cloud Support Engineer III, VDI (RapidScale)

What’s In It For You?  

• Competitive salary and top-notch bonus/incentive plans. 

• Professional development and continuing education opportunities. 

• The chance to work with fascinating, cutting-edge platforms. 

• Exceptional work-life balance, flexible time-off policies, and accommodating work schedules. 

• Comprehensive healthcare, with multiple options for individuals and families. 

• Generous 401(k) retirement plans with up to 8% company match. 

• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance. 

 
What you'll do:

• Maintain multiple customer environments. 

• Work a minimum of 40 hours a week.

• Update and Manage ticket backlog based on internal policies.

• Crisis Management - Identify any high-priority issues and escalate them to the next level.

• Provide Customer-First experience while utilizing phone calls, emails, and the ticketing system to manage cases.

• Work cohesively with a team as well as all divisions of the 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 independently research and learn new material/ concepts, then share the latest knowledge with the team.

• Be able to listen to, accept, and accurately follow directions from senior engineers.

• Be able to interface with Vendors to achieve resolutions for the customer.

• Be able to upkeep various spreadsheets accurately.

• Assist with creating, reviewing, and updating internal Knowledge Base Articles.

• Provide technical guidance to CSE1s and technicians.

• Provide training to technicians on VDI technologies and procedures.

• Provide technical reviews for RFCs to other engineers on the team.

• Ensure the client(s) environment is fully patched and running compatible components. (OS, Apps, Vmware Tools, etc.)

• Update Customer environments to newer Long Term Stable Releases (LTSR), Cumulative Updates (CU), and apply security patches.

• Be able to receive, understand, and implement advanced technical procedures: Troubleshoot and document. 

• Interface with adjacent teams to provide advanced and unique solutions.

Who You Are:
As you’ve seen, this job requires someone at the top of their cloud engineering game.  Because it’s such a critical role, here are the requirements that will ensure you’re on track for this opportunity.

Minimum Qualifications:

• High School Diploma/GED and 7 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience; or 9 years’ experience in a related field

• Excellent troubleshooting methodology.

• Excellent communication, presentation, writing, and editorial abilities.

• Excellent organizational and time management skills.

• Flexibility to work alternative days and shifts as needed. 

• Manage VDI environments

• Experience with: Citrix, AVD, Horizon, RDS; AVD expertise is a priority for this role

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

Preferred Certificates:

• AZ-900

• AZ-104

• AZ-140

Technology:

• Advanced Windows management

• Active Directory - Server roles (installation, configuration, and management), Object management, Group management, GPOs, DNS, DHCP, Replication, IIS, FSMO.

• OS Optimization.

• Server Optimization - Performance Monitoring, investigation, and remediation -> Memory, CPU, Disk, I/O, AV management, scheduled maintenance, etc.

• GPO Optimization.

• Log analysis. 

• Intermediate Citrix (XenApp) LTSR 1912, 2203

• PVS, Storefront, Director, Session Host, Base Image, NetScaler, UPM, Citrix Policies.

• Log analysis

• Advanced RDS

• RDS Gateway, Certificates, Hosts, etc.)

• Ability to manage, renew, monitor, & and configure Certificates on multiple platforms.

• Understanding of Cybersecurity concepts - CVE remediation, environment hardening, etc.

Preferred:

• Nerdio Certification

• Citrix Certified Associate (CCA)

• Legacy Windows OS experience, management, and troubleshooting - 2008, 2012/R2.

• Advanced Virtualization: VMware ESXi, VMware vSphere, VMware vCenter, VMware vCloud.

• Experience with N-able Management.

• Good understanding of parallel technologies.

• Networking- Fortigate, VPN (Layer 1 and Layer 2), VeloCloud, Firewall.

• Microsoft services - Outlook/ Exchange, Azure AD.

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

• Veeam Back up and Restoration - Veam Self Service portal, VBR.