Cloud Support Engineer II, VDI (RapidScale)

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.
Role Overview:
We are seeking a Cloud Support Engineer II, VDI, to join our support organization. In this critical role, you will provide exceptional tier-three support within the VDI technology space, ensuring high levels of customer satisfaction and operational excellence.
Key Responsibilities:

• Environment Maintenance: Manage and oversee multiple customer VDI environments to ensure optimal performance.
• Ticket Management: Track, update, and manage the ticket backlog in line with internal policies and customer needs.
• Crisis Management: Identify and prioritize high-impact issues, escalating them as necessary.
• Customer Engagement: Provide a customer-first experience through phone, email, and ticketing systems, ensuring satisfaction at all stages.
• Collaboration: Work cross-functionally with team members and other divisions to resolve issues and improve service delivery.
• Resource Coordination: Engage both internal and external resources to facilitate effective troubleshooting and issue resolution.
• Knowledge Sharing: Conduct independent research to stay up-to-date with new technologies, sharing insights and best practices with the team.
• Vendor Interaction: Collaborate with vendors to troubleshoot and resolve customer-related issues effectively.
• Documentation: Maintain accurate documentation, including spreadsheets and Knowledge Base Articles, to aid internal processes.
• Technical Guidance: Mentor and train junior engineers and technicians on VDI technologies and industry best practices.
• Technical Reviews: Conduct reviews for RFCs and ensure client environments are patched, compliant, and secure.
• System Updates: Manage updates to customer environments, including Long Term Stable Releases (LTSR), cumulative updates, and security patches.
• Advanced Troubleshooting: Develop and document advanced technical troubleshooting procedures.
• Cross-Team Collaboration: Work closely with adjacent teams to create innovative solutions and improve processes.

Minimum Qualifications:

• High School Diploma/GED with at least 5 years of relevant experience, or equivalent combination (e.g., a degree/certification in a related field and 3 years of experience, or 7 years of related experience).
• Strong troubleshooting skills with the ability to resolve complex technical issues.
• Excellent communication, presentation, and writing skills.
• Strong organizational and time management abilities.
• Flexibility to work on alternative days and shifts as required.
• Proven experience in managing VDI environments.
• Experience with Citrix, AVD, Horizon, and RDS.
• Willingness to participate in a 24x7 on-call rotation schedule.

Preferred Certifications:

• AZ-900: Microsoft Azure Fundamentals
• AZ-104: Microsoft Azure Administrator
• AZ-140: Configuring and Operating Windows Virtual Desktop

Technical Skills:

• Advanced Windows Management: Expertise in Active Directory, server roles (installation, configuration, management), object and group management, GPOs, DNS, DHCP, replication, IIS, FSMO.
• OS Optimization: Proficient in optimizing operating systems for peak performance.
• Server Optimization: Skilled in performance monitoring, investigation, and remediation of memory, CPU, disk, I/O, AV management, and scheduled maintenance.
• GPO Optimization: Proficient in optimizing Group Policy Objects (GPOs) for effective system management.
• Log Analysis: Ability to analyze and interpret system logs to identify issues.
• Citrix Expertise: Intermediate knowledge of Citrix (XenApp) LTSR 1912, 2203, including PVS, Storefront, Director, Session Host, Base Image, NetScaler, UPM, and Citrix Policies.
• Advanced RDS: Expertise in RDS Gateway, certificates, and host management.
• Certificate Management: Experience in managing, renewing, monitoring, and configuring certificates across multiple platforms.
• Cybersecurity Concepts: Understanding of CVE remediation, environment hardening, and other cybersecurity best practices.

Preferred Skills:

• Certifications: Nerdio Certification, Citrix Certified Associate (CCA).
• Legacy OS Experience: Experience with Windows Server 2008, 2012/R2 management and troubleshooting.
• Advanced Virtualization: Proficient with VMware ESXi, VMware vSphere, VMware vCenter, and VMware vCloud.
• N-able Management: Experience with N-able management tools.
• Networking: Strong understanding of networking technologies, including Fortigate, VPN (Layer 1 and Layer 2), VeloCloud, and firewalls.
• Microsoft Services: Familiarity with Microsoft services, including Outlook/Exchange and Azure AD.
• MFA/2FA: Experience with Duo, Azure MFA, Workspace One, and OneLogin.
• Backup and Restoration: Knowledge of Veeam Backup and Restoration, including Veeam Self Service portal and Veeam Backup & Replication (VBR).

USD 30.87 - 46.35 per hour
Compensation:
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.