Cloud Support Engineer

Key Responsibilities:

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.

Key Requirements and Technology Experience:

High School Diploma/GED and 7 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 5 years’ experience;
9 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; AVD expertise is a priority for this role
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. 
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.