Full-Time Cloud Engineer II, VDI

Responsibilities:

• Maintain multiple customer environments.
• Update and Manage ticket backlog based on internal policies.
• Crisis Management - Identify and escalate any high-priority issues to the next level.
• Provide customer-first experience by utilizing phone calls, emails, and the ticketing system to manage cases.
• Effectively engage resources inside and outside of your team to further troubleshoot and resolve issues.
• Deliver solutions that lead to problem resolution or mitigation with high customer satisfaction.
• Independently research and learn new material/ concepts, then share the latest knowledge with the team.
• Be able to interface with Vendors to achieve resolutions for the customer.
• Assist with creating, reviewing, and updating internal Knowledge Base Articles.
• Provide technical guidance and mentorship to Skill PODs
• 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.
• To receive, understand, and implement advanced technical procedures: Troubleshoot and document.

Minimum Qualifications:

• Bachelor’s degree in a related discipline and 2 years’ experience in a related field.
• Flexibility to work alternative days and shifts as needed.
• Manage VDI environments: Citrix, AVD
• Willingness to work on a 24x7 on-call rotation schedule.
• Certificates: CCA-V Advanced Windows management:Active Directory
• Intermediate Citrix (XenApp) LTSR 1912, 2203
• Advanced RDS
• Ability to manage, renew, monitor, & and configure Certificates on multiple platforms.
• Understanding of Cybersecurity concepts

Preferred Qualifications:

• Certificate:Nerdio Citrix Certified Associate (CCA-AppDS, CCP, CCP-V)
• 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.
• Understanding of parallel technologies:Networking- FortiGate, VPN (Layer 1 and 2), VeloCloud, Firewall.
• Microsoft services - Outlook/ Exchange, Azure AD.
• MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin.
• Veeam Back up and Restoration

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