Cloud Support Engineer III, VDI / AVD SME

Immediate need for a talented Cloud Support Engineer III, VDI / AVD SME. This is a Fulltime opportunity with long-term potential and is located in Raleigh, NC(Hybrid). Please review the job description below and contact me ASAP if you are interested. 

Job ID: 24-44689

Pay Range: $95,000 - $116,000/annum.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

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.

Our client is a leading Auto Industry, and we are currently interviewing to fill this and other similar fulltime positions. If you are interested in this position, please apply online for immediate consideration. 

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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