Cloud Engineer II, VDI

Job Description

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. [Escalation to data center manager - most escalation should be to this role - therefore L3]
• 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, including other technical engineers, account teams, or project managers.
• 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.

Qualifications

Minimum Qualifications:

• Bachelor’s degree in a related discipline and 2 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 6 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 - 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 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 - Veam Self Service portal, VBR

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