Cloud Support Engineer II, VDI (RapidScale) - Military Veterans

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage.  As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. 

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 5 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 3 years’ experience; or 7 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
  • Citrix
  • AVD
  • Horizon
  • RDS
• Willingness to work on a 24x7 on-call rotation schedule.
• 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 Qualifications:

• Certificate
  • Nerdio
  • 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.