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Cloud Support Engineer II, VDI

2 months ago

Raleigh, United States Cox Communications Full time
RapidScale is one of the fastest-growing Cloud Computingcompanies in the industry. Based in Raleigh, NC, the company has asolid record of delivering world-class products and services to ourcustomers throughout the country and around the globe. RapidScaleis seen as a leader in desktop virtualization with marked successin application virtualization for both Windows and Macapplications. The company also provides Infrastructure as a Service(IaaS) and Disaster Recovery as a Service (DRaaS) solutions via anenterprise "Flex Pod" cloudstack.

What's In It For You?

  • Competitive salary and top-notch bonus/incentive plans.
  • Professional development and continuing educationopportunities.
  • The chance to work withfascinating, cutting-edge platforms.
  • Exceptional work-life balance, flexible time-off policies, andaccommodating work schedules.
  • Comprehensivehealthcare, with multiple options for individuals andfamilies.
  • Generous 401(k) retirement planswith up to 8% company match.
  • Inclusiveparental leave policies, plus comprehensive fertility coverage andadoption assistance.


What you'll do:

  • Maintainmultiple customer environments.
  • Work aminimum of 40 hours a week.
  • Update and Manageticket backlog based on internal policies.
  • Crisis Management - Identify any high-priority issues and escalatethem to the next level.
  • ProvideCustomer-First experience while utilizing phone calls, emails, andthe ticketing system to manage cases.
  • Workcohesively with a team as well as all divisions of the company.Customer-first approach.
  • Effectively engageresources inside and outside of your team to further thetroubleshooting and resolution of issues which may include othertechnical engineers, account teams, or project managers.
  • Deliver solutions that lead to problem resolution ormitigation with a high level of customer satisfaction.
  • Be able to independently research and learn newmaterial/ concepts, then share the latest knowledge with theteam.
  • Be able to listen to, accept, andaccurately follow directions from senior engineers.
  • Be able to interface with Vendors to achieve resolutionsfor the customer.
  • Be able to upkeep variousspreadsheets accurately.
  • Assist withcreating, reviewing, and updating internal Knowledge BaseArticles.
  • Provide technical guidance to CSE1sand technicians.
  • Provide training totechnicians on VDI technologies and procedures.
  • Provide technical reviews for RFCs to other engineers onthe team.
  • Ensure the client(s) environment isfully patched and running compatible components. (OS, Apps, VmwareTools, etc.)
  • Update Customer environments tonewer Long Term Stable Releases (LTSR), Cumulative Updates (CU),and apply security patches.
  • Be able toreceive, understand, and implement advanced technical procedures:Troubleshoot and document.
  • Interface withadjacent teams to provide advanced and unique solutions.


Who You Are:

As you've seen, this jobrequires someone at the top of their cloud engineering game.Because it's such a critical role, here are the requirements thatwill ensure you're on track for thisopportunity.

MinimumQualifications:

  • High School Diploma/GED and 5 years' experience in arelated field. The right candidate could also have a differentcombination, such as any level degree/certification beyond a HSdiploma/GED in a related discipline and 3 years' experience; or 7years' experience in a related field
  • Excellent troubleshooting methodology.
  • Excellent communication, presentation, writing, and editorialabilities.
  • Excellent organizational and timemanagement skills.
  • Flexibility to workalternative days and shifts as needed.
  • ManageVDI environments
  • Experience with: Citrix,AVD, Horizon, RDS
  • Willingness to work on a24x7 on-call rotation schedule.


PreferredCertificates:

  • AZ-900
  • AZ-104
  • AZ-140


Technology:

  • AdvancedWindows management
  • Active Directory - Serverroles (installation, configuration, and management), Objectmanagement, Group management, GPOs, DNS, DHCP, Replication, IIS,FSMO.
  • OS Optimization.
  • Server Optimization - Performance Monitoring, investigation, andremediation -> Memory, CPU, Disk, I/O, AV management, scheduledmaintenance, etc.
  • GPOOptimization.
  • Log analysis.
  • Intermediate Citrix (XenApp) LTSR 1912, 2203
  • PVS, Storefront, Director, Session Host, Base Image,NetScaler, UPM, Citrix Policies.
  • Loganalysis
  • Advanced RDS
  • RDS Gateway, Certificates, Hosts, etc.)
  • Ability to manage, renew, monitor, & and configure Certificateson multiple platforms.
  • Understanding ofCybersecurity concepts - CVE remediation, environment hardening,etc.


Preferred:

  • Nerdio Certification
  • Citrix CertifiedAssociate (CCA)
  • Legacy Windows OS experience,management, and troubleshooting - 2008, 2012/R2.
  • Advanced Virtualization: VMware ESXi, VMware vSphere,VMware vCenter, VMware vCloud.
  • Experiencewith N-able Management.
  • Good understanding ofparallel technologies.
  • Networking- Fortigate,VPN (Layer 1 and Layer 2), VeloCloud, Firewall.
  • Microsoft services - Outlook/ Exchange, AzureAD.
  • MFA/2FA: Duo, Azure MFA, Workspace One,OneLogin.
  • Veeam Back up and Restoration -Veam Self Service portal, VBR.


USD 30.87 - 46.35 perhour

Compensation:

Hourlybase pay rate is $30.87 - $46.35/hour. The hourly base rate mayvary within the anticipated range based on factors such as theultimate location of the position and the selected candidate'sknowledge, skills, and abilities. Position may be eligible foradditional compensation that may include commission (annual,monthly, etc.) and/or an incentiveprogram.

Benefits:

Employeesare eligible to receive a minimum of sixteen hours of paid time offevery month and seven paid holidays throughout the calendar year.Employees are also eligible for additional paid time off in theform of bereavement leave, time off to vote, jury duty leave,volunteer time off, military leave, parental leave, and COVID-19vaccination leave.

About CoxCommunications

Cox Communications isthe largest private telecom company in America, serving six millionhomes and businesses. That's a lot, but we also proudly serve ouremployees. Our benefits and our award-winning culture are just twoof the things that make Cox a coveted place to work. If you'reinterested in bringing people closer through broadband, smart hometech and more, join Cox Communicationstoday

AboutCox

Cox empowers employees to build abetter future and has been doing so for over 120 years. Withexciting investments and innovations across transportation,communications, cleantech and healthcare, our family of businesses- which includes Cox Automotive and Cox Communications - is forginga better future for us all. Ready to make your mark? Join ustoday

Benefits of working at Cox may includehealth care insurance (medical, dental, vision), retirementplanning (401(k)), and paid days off (sick leave, parental leave,flexible vacation/wellness days, and/or PTO). For more details onwhat benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunityemployer - All qualified applicants/employees will receiveconsideration for employment without regard to that individual'sage, race, color, religion or creed, national origin or ancestry,sex (including pregnancy), sexual orientation, gender, genderidentity, physical or mental disability, veteran status, geneticinformation, ethnicity, citizenship, or any other characteristicprotected by law.

Statement to ALL Third-PartyAgencies and Similar Organizations: Cox accepts resumes only fromagencies with which we formally engage their services. Please donot forward resumes to our applicant tracking system, Coxemployees, Cox hiring manager, or send to any Cox facility. Cox isnot responsible for any fees or charges associated with unsolicitedresumes.