Senior Cloud Support Engineer (VDI Specialist) (RapidScale)

Cox Communications • Raleigh, NC

74d • $34 - $52

About The Position

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies.

Requirements

• High School Diploma/GED and 5 years of hands-on experience in a related technical field.
• 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), and Remote Desktop Services (RDS).

Nice To Haves

• 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.

Responsibilities

• Play a critical role in maintaining and supporting customer environments, ensuring uptime, performance, and exceptional service delivery.
• 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.

Benefits

• Minimum of sixteen hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• 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.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Broadcasting and Content Providers
• Education Level: High school or GED