Cloud Support Engineer II, Cloud Computing Specialist

3 days ago

Raleigh, North Carolina, United States Cox Communications Full time

About the Role:

Cox Communications is seeking a highly skilled Cloud Support Engineer II to join our team. As a Cloud Support Engineer II, you will be responsible for providing top-notch support to our customers, ensuring their cloud infrastructure is running smoothly and efficiently.

Key Responsibilities:

  • Maintain multiple customer environments, ensuring they are properly configured and running smoothly.
  • Work a minimum of 40 hours a week, providing support to customers during core hours.
  • Update and manage ticket backlog based on internal policies, ensuring timely resolution of customer issues.
  • Crisis Management - Identify any high-priority issues and escalate them to the next level, ensuring prompt resolution.
  • 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, ensuring seamless communication and collaboration.
  • Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues, including 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.

Requirements:

  • 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.

Preferred 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:

  • Nerdio Certification.
  • 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.

Compensation:

The hourly base pay rate is $30.87 - $46.35/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits:

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for 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.

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