Cloud Support Engineer I - VDI - Remote

Overview

The Cloud Support Engineer I - VDI will be responsible for maintaining multiple customer environments, ensuring a customer-first experience, and effectively troubleshooting and resolving issues in a timely manner.

In Short

• Maintain multiple customer environments.
• Update and manage ticket backlog based on internal policies.
• Identify and escalate high-priority issues.
• Provide customer-first experience via phone, email, and ticketing system.
• Work cohesively with a team and all company divisions.
• Engage resources for troubleshooting and resolution of issues.
• Deliver solutions leading to high customer satisfaction.
• Research and learn new concepts independently.
• Interface with vendors to achieve resolutions.
• Assist with internal Knowledge Base Articles.

Requirements

• Associate's degree or 2-3 years of related experience.
• Excellent troubleshooting methodology.
• Strong communication, presentation, writing, and editorial skills.
• Excellent organizational and time management skills.
• Experience managing VDI environments (Citrix, AVD, Horizon, RDS).
• Flexibility to work alternative days and shifts.
• Willingness to work on a 24x7 on-call rotation schedule.
• Familiarity with Microsoft Active Directory and Windows OS management.
• Basic experience with VDI technologies.

Benefits

• Comprehensive health insurance.
• Competitive salaries.
• 401K plan.
• Volunteer programs.
• Scholarship opportunities.
• Office amenities including fitness center and recreational facilities.