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Cloud Support Engineer II, VDI Specialist
2 months ago
Cox Communications is seeking a highly skilled Cloud Support Engineer II, VDI Specialist to join our team. As a key member of our cloud engineering team, you will play a critical role in maintaining multiple customer environments, working closely with a team to provide exceptional customer service, and troubleshooting complex technical issues.
Key Responsibilities- Maintain multiple customer environments, ensuring seamless operation and high levels of customer satisfaction.
- Work closely with a team to provide exceptional customer service, utilizing technical expertise to manage cases.
- Identify and escalate high-priority issues to the next level, ensuring timely resolution and minimizing downtime.
- Collaborate with technical engineers, account teams, and project managers to troubleshoot and resolve complex technical issues.
- Deliver solutions that lead to problem resolution or mitigation, with a high level of customer satisfaction.
- Independently research and learn new material/concepts, then share the latest knowledge with the team.
- Interface with vendors to achieve resolutions for customers.
- 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.
- Ensure client environments are fully patched and running compatible components.
- Update customer environments to newer Long Term Stable Releases (LTSR), Cumulative Updates (CU), and apply security patches.
- High School Diploma/GED and 5 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.
- Experience with: Citrix, AVD, Horizon, RDS.
- Willingness to work on a 24x7 on-call rotation schedule.
- AZ-900
- AZ-104
- AZ-140
- 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.
- Competitive hourly base pay rate.
- Opportunities for additional compensation, including commission and/or an incentive program.
- Minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
- Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
