Cloud Engineer

• Action Incidents and Service Requests tied to Administration, Management, Monitoring, and Troubleshooting of core technologies, Citrix, Windows Server, Active Directory, SAN Storage, Linux, and Virtualization across the customer stack
• Work with the Network Team to design/change WAN-based network requests
• Assist with LAN-based network provisioning, including existing DNS and VPN tunnel management
• Provide guidance and serve as a final escalation point for technical issues across Tier I Incident Analysts, Tier II Problem Engineers, Customer Care, and Customer Engineers
• Perform advanced problem analysis, issue trending, and outage management
• Works with different teams and the customer for problem determination and communicates directly with clients for resolution of systems, hardware, and software, and related infrastructure in the network environment per defined SLAs, within the company’s ticketing system
• Document system configurations, generate standard operating procedures, and follow best practices and maintain detailed technical documents
• Establish technical guidance for the delivery teams as required and coach technical staff where necessary
• Follow and participate in the Change Management and Problem Management process
• Accept assignments to assist or lead project-based work
• Participates in client onboarding, delivery/field projects, or internal projects to improve our services and complete special projects as assigned
• Work with vendors to resolve issues for customers with technical support contracts with said vendors
• Participate in on-call rotation and respond to system emergencies outside of regular business hours as needed
• Continually works toward the development of their technical skill set(s) to better serve the Netrix Global organization and its clients

Cloud Engineer II

Senior TechOps Engineer – Cloud Operations