Cloud Support Engineer III, 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 III, 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: Oversee and manage multiple customer VDI environments.
• Ticket Management: Update and manage the ticket backlog in alignment with internal policies.
• Crisis Management: Identify high-priority issues and escalate them as needed.
• Customer Engagement: Deliver a customer-first experience through phone, email, and ticketing systems.
• Collaboration: Work closely with team members and other divisions to resolve issues and improve service delivery.
• Resource Coordination: Engage internal and external resources to facilitate effective troubleshooting and issue resolution.
• Knowledge Sharing: Conduct independent research to learn new concepts and share insights with the team.
• Vendor Interaction: Collaborate with vendors to resolve customer-related issues.
• Documentation: Maintain accurate spreadsheets and assist in creating and updating internal Knowledge Base Articles.
• Technical Guidance: Provide mentorship and training to junior engineers and technicians on VDI technologies and best practices.
• Technical Reviews: Conduct technical reviews for RFCs and ensure client environments are fully patched and compliant.
• System Updates: Manage updates to customer environments, including Long Term Stable Releases (LTSR), cumulative updates, and security patches.
• Advanced Troubleshooting: Implement and document advanced technical procedures.
• Cross-Team Collaboration: Interface with adjacent teams to provide innovative solutions.

Who You Are:
To succeed in this role, you should possess the following qualifications:
Minimum Qualifications:

• High School Diploma/GED with 7 years of relevant experience; or an associate degree/certification in a related discipline with 5 years of experience; or 9 years of experience in a related field.
• Flexibility to work various shifts as needed.
• Proficiency in managing VDI environments, with expertise in Citrix, AVD, Horizon, and RDS (AVD expertise preferred).
• Willingness to participate in a 24/7 on-call rotation.

Technical Skills:

• Advanced knowledge of Windows management.
• Experience with Active Directory (installation, configuration, and management), including GPOs, DNS, DHCP, and server roles.
• Proficient in OS and server optimization, performance monitoring, and troubleshooting.
• Intermediate knowledge of Citrix (XenApp) and advanced RDS management.
• Familiarity with cybersecurity concepts, including CVE remediation and environment hardening.

Preferred Certifications:

• AZ-900, AZ-104, or AZ-140
• Nerdio Certification
• Citrix Certified Associate (CCA)

Additional Preferred Qualifications:

• Legacy Windows OS experience (2008, 2012/R2).
• Advanced Virtualization skills (VMware ESXi, vSphere, vCenter, vCloud).
• Experience with N-able Management and understanding of networking technologies (Fortigate, VPN).
• Familiarity with Microsoft services (Outlook/Exchange, Azure AD) and MFA solutions (Duo, Azure MFA).
• Experience with Veeam Backup and Restoration processes.

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
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
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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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