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 III/ VDI in Atlanta, GA/ Hybrid.


Role Description


• 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.


Skills & Requirements


• Certificate
o Nerdio
o 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.
o Networking- Fortigate, VPN (Layer 1 and Layer 2), VeloCloud, Firewall.
o Microsoft services - Outlook/ Exchange, Azure AD.
o MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin.
o Veeam Back up and Restoration - Veam Self Service portal, VBR.


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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#1164866 - Kimberly Moore