Full-Time Cloud Support Engineer I - VDI

Responsibilities:

• Maintain multiple customer environments.
• Update and Manage ticket backlog based on internal policies.
• Crisis Management - Identify high-priority issues and escalate.
• Provide Customer-First experience using phone, email, and ticketing.
• Work cohesively within a team.
• Engage resources to troubleshoot and resolve issues.
• Deliver solutions with a high level of customer satisfaction.
• Independently research and share new knowledge with the team.
• Follow directions from senior engineers.
• Interface with Vendors to achieve resolutions.
• Maintain accurate spreadsheets.
• Assist with creating and updating Knowledge Base Articles.

Required:

• Associate's degree or 2-3 years of experience.
• Excellent troubleshooting methodology.
• Excellent communication, presentation, writing skills.
• Excellent organizational and time management skills.
• Manage VDI environments Citrix AVD Horizon RDS Flex
• Flexibility to work alternative days and shifts, and on a 24x7 on-call rotation.

Technology:

• Microsoft Active Directory (Password resets, Object management, etc.)
• Windows OS management (Windows 2016, 2019, 2022)
• Print Server Management.
• File Server Management.
• Server Performance Monitoring.
• Third-party application troubleshooting (Adobe, QuickBooks, etc.).
• Basic experience with VDI technologies.

Preferred Qualifications:

• Certificates (AZ-900, AZ-104, Server+, Networking+, Security+, Citrix)
• SSL Certificate management
• Advanced Windows OS management
• Legacy Windows OS
• Proficient in PowerShell
• Advanced Virtualization
• Basic understanding of parallel technologies
• Networking
• O365
• MFA/2FA
• Veeam Backup and restoration

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