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Cox Enterprises · 2 months ago

Senior Cloud Support Engineer (VDI Specialist) (RapidScale)

Raleigh NC

Full-time

Hybrid

Senior Level

$34.71/hr - $52.02/hr

5+ years exp

Cox Enterprises is a leading provider of secure, reliable managed and advisory services across cloud environments. The Senior Cloud Support Engineer will maintain and support customer environments, ensuring uptime and exceptional service delivery while troubleshooting complex issues across cloud and virtualization platforms.

AdvertisingBroadcastingDigital MediaTelecommunications

Growth Opportunities

No H1B

Responsibilities

Own and maintain multiple customer environments with a focus on stability, performance, and proactive management

Manage and prioritize ticket queues following internal SLAs and escalation procedures

Identify and escalate high-priority or critical issues through proper channels; act as point of contact during crisis events

Deliver an exceptional Customer First experience via phone, email, and ticketing system communication

Collaborate cross-functionally with technical engineers, account teams, and project managers to resolve issues efficiently

Take full ownership of technical troubleshooting from root cause analysis through resolution while documenting outcomes for team learning

Research and self-educate on new technologies, tools, and best practices, sharing knowledge through internal documentation and knowledge base updates

Interface directly with vendors to drive resolution of technical issues

Maintain accurate records in documentation tools and operational spreadsheets

Contribute to continuous improvement by reviewing and updating internal Knowledge Base (KB) articles

Qualification

VDI TechnologiesMicrosoft Active DirectoryWindows Server ManagementVirtualization ExpertiseApplication SupportServer Health & PerformanceCertificationsTechnical TroubleshootingCustomer ServiceCollaboration

Required

High School Diploma/GED and 5 years of hands on experience in a related technical 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 3 years' experience; or 7 years' experience in a related field (i.e. progressively responsible, hands-on experience in systems administration or cloud operations)

Demonstrated expertise in troubleshooting complex technical issues across Windows and virtualized environments

Experience managing VDI environments such as: Citrix XenApp/XenDesktop, Azure Virtual Desktop (AVD), Remote Desktop Services (RDS)

Willingness to participate in a 24x7 on-call rotation

VDI Technologies: Citrix Workspace/Director, RDS, VMware Horizon—user session troubleshooting and configuration

Microsoft Active Directory: Password resets, object and group management, GPOs, DNS/DHCP, replication, IIS, etc

Windows Server Management: Windows Server 2016, 2019, 2022

Server Health & Performance: Monitoring and tuning CPU, memory, disk, and I/O performance

Print & File Server Management: Deployment, troubleshooting, and disk management

Application Support: Installing and troubleshooting third-party software (Adobe, QuickBooks, Zoom, Sage, etc.)

Preferred

Certifications: AZ-900, AZ-104, Server+, Network+, Security+

Citrix Policy & SSL Certificate Management

Advanced Windows OS & PowerShell scripting proficiency

Virtualization Expertise: VMware ESXi, vSphere, vCenter, vCloud

Working knowledge of parallel technologies: Networking: FortiGate firewalls, O365/Exchange administration, Azure AD identity management, MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin, Backup/Recovery: Veeam

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, and parental leave.

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).