Cloud Support Engineer III, VDI (RapidScale)

RapidScale is one of the fastest-growing Cloud Computing companies in the industry. Based in Raleigh, NC, the company has a solid record of delivering world-class products and services to our customers throughout the country and around the globe. RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization for both Windows and Mac applications. The company also provides Infrastructure as a Service (IaaS) and Disaster Recovery as a Service (DRaaS) solutions via an enterprise "Flex Pod" cloud stack.
RapidScale is looking to hire a Cloud Support Engineer III, VDI into our support organization. We will be looking to this person to provide superior tier three support in the VDI technology spaces we live in.
What's In It For You?

• Competitive salary and top-notch bonus/incentive plans.
• Professional development and continuing education opportunities.
• The chance to work with fascinating, cutting-edge platforms.
• Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.
• Comprehensive healthcare, with multiple options for individuals and families.
• Generous 401(k) retirement plans with up to 8% company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.

What you'll do:

• 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.

Who You Are:
As you've seen, this job requires someone at the top of their cloud engineering game. Because it's such a critical role, here are the requirements that will ensure you're on track for this opportunity.
Minimum Qualifications:

• 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; or 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.

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.

USD 37.40 - 56.15 per hour
Compensation:
Hourly base pay rate is $37.40 - $56.15/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.
About Cox Communications
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About Cox
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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 .
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