Cloud Support Engineer I - VDI

Job Description

Responsibilities:

• Maintain multiple customer environments.
• Update and Manage ticket backlog based on internal policies.
• Crisis Management - Identify any high-priority issues and escalate 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

Qualifications

Required:

• An associate's degree or 2 - 3 years of experience in a related field instead of a degree.
• Excellent troubleshooting methodology.
• Excellent communication, presentation, writing, and editorial abilities.
• Excellent organizational and time management skills.
• Manage VDI environments
  • Citrix
  • AVD
  • Horizon
  • RDS
• Flexibility to work alternative days and shifts as needed. o Days Example: Tuesday – Saturday or Sunday – Thursday.
  • Shifts Example: Day, Evening, Night
• Willingness to work on a 24x7 on-call rotation schedule.
• Technology
• Microsoft Active Directory
  • Password resets, Object management, Group management, GPOs, DNS, DHCP, Replication, IIS, etc.
• Windows OS management -> Windows 2016, 2019, 2022
• Print Server Management -> Deployment &Troubleshooting
• File Server Management -> Disk Management
• Server Performance Monitoring, investigation, and remediation -> Memory, CPU, Disk, and I/O
• Third-party application installation and troubleshooting: Adobe, QuickBooks, Zoom, Sage, etc.
• Basic experience with VDI technologies: Citrix XenApp/XenDesktop ( Citrix Workspace, Citrix Director, Citrix user connection process, etc..), RDS, VMWare Horizon

Preferred Qualifications:

• Certificates
  • AZ-900
  • AZ-104
  • Server +
  • Networking +
  • Security +
• Citrix Policy Management
• SSL Certificate management
• Advanced Windows OS management
• Legacy Windows OS -> 2008, 2012/R2
• Proficient in PowerShell
• Advanced Virtualization: VMware ESXi, VMware vSphere, VMware vCenter, VMware vCloud
• Basic understanding of parallel technologies
  • Networking -> FortiGate
  • O365 -> Outlook/ Exchange
  • Azure AD
  • MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin
  • Veeam Backup and restoration

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