The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Visa sponsorship not available.

Our client is seeking a Cloud Support Engineer II/VDI in Raleigh, NC/Hybrid.

Role Description

• Maintain and support multiple customer environments.
• Work 40+ hours a week. Update and Manage case backlog based on internal policies.
• Crisis Management - Identify any high priority issues and resolve them.
• Provide a Customer-First experience while utilizing phones and email to manage cases.
• Work cohesively with team as well as all divisions of 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, architecture teams, account teams, or project managers.
• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
• Be able to listen to, accept, and follow direction from more senior engineers.
• Flexibility to be customer facing and travel to customer sites.
• Act as technical escalation for Networking Technologies.
• Create technical documentation. Coach / Mentor / peers and engineers.
• Deliver trainings. Review cases, identify trends, and drive problem resolutions.
• Deep dive technical problems and create full documented resolutions to issues.
• Be available for on-call & weekend shifts.
• Update cases within company SLOs.
• Ensure all activities and notes are properly documented within cases.
• Participate in interviewing potential new hires.
• Provide Feedback on process and tool improvements.
• Own Root Cause Analysis on any high priority case.

Skills & Requirements

• Must be able to work Sunday through Thursday starting at 11am through 8pm
• Must have a very strong VDI (virtual desktop infrastructure) troubleshooting experience in any of the following (doesnt have to have it all; but should have 1 of the below): Citrix Troubleshooting skills, Horizon VMWare, Azure Desktop
• 5+ years working in IT, in a systems administration type capacity; specifically with Windows Server 2012 and/or newer.
• Must be able to demonstrate extensive working knowledge with Active Directory, DNS, DHCP, Load Balancing Process, and Networking.
• Deep problem solving individuals; someone that can try and figure it out and not "escalate" .
• On average, this level of Engineer is troubleshooting over 15 cases at a time; (keep in mind, these cases which are "tickets" could be w/several different types of customers or the same customer may have several cases open)
• AZ-900
• AZ-104
• AZ-140
• Candidates coming out of an MSP- or multi-tenant shop where they have supported several hundred small to mid external customers.
• CCA-V Citrix Certified Associate – Virtualization
• VCTA VMware Certified Technical Associate
• A+, Network+ and Server+
• SolarWinds

Benefits/Other Compensation:

Medical, Dental, Life Insurance, 401K.

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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