Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Sr Cloud Engineering Support Specialist

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 5% of the time

Work Shift

Day

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.

Job Description

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).

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 Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.