Cloud Engineer II, VDI

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.

We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

 Responsibilities: 

• Maintain multiple customer environments. 
• Update and Manage ticket backlog based on internal policies. 
• Crisis Management - Identify and escalate any high-priority issues to the next level. [Escalation to data center manager - most escalation should be to this role - therefore L3] 
• Provide customer-first experience by utilizing phone calls, emails, and the ticketing system to manage cases.. 
• Effectively engage resources inside and outside of your team to further troubleshoot and resolve issues, including other technical engineers, account teams, or project managers. 
• Deliver solutions that lead to problem resolution or mitigation with high customer satisfaction. 
• Independently research and learn new material/ concepts, then share the latest knowledge with the team. 
• Be able to interface with Vendors to achieve resolutions for the customer. 
• Assist with creating, reviewing, and updating internal Knowledge Base Articles. 
• Provide technical guidance and mentorship to Skill PODs 
• 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. 
• To receive, understand, and implement advanced technical procedures: Troubleshoot and document.

Minimum Qualifications: 

• Bachelor’s degree in a related discipline and 2 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 6 years’ experience in a related field. 
• Flexibility to work alternative days and shifts as needed. 
• Manage VDI environments: Citrix, AVD 
• Willingness to work on a 24x7 on-call rotation schedule. 
• Certificates: CCA-V 
• Advanced Windows management:
  • Active Directory - Server roles (installation, configuration, and management), Object management, Group management, GPOs, DNS, DHCP, Replication, IIS, FSMO. 
  • OS Optimization. 
  • Server Optimization - Performance Monitoring, investigation, and remediation -> Memory, CPU, Disk, I/O, AV management, scheduled maintenance, etc. 
  • GPO Optimization. 
  • Log analysis. 
• Intermediate Citrix (XenApp) LTSR 1912, 2203: 
  • PVS, Storefront, Director, Session Host, Base Image, NetScaler, UPM, Citrix Policies. 
  • Log analysis 
• Advanced RDS:
  • RDS Gateway, Certificates, Hosts, etc.
• Ability to manage, renew, monitor, & and configure Certificates on multiple platforms. 
• Understanding of Cybersecurity concepts - CVE remediation, environment hardening, etc. 

Preferred Qualifications: 

• ● Certificate:
  • Nerdio 
  • Citrix Certified Associate (CCA-AppDS, CCP, CCP-V) 
• 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. 
• Understanding of parallel technologies:
  • Networking- FortiGate, VPN (Layer 1 and 2), VeloCloud, Firewall. 
  • Microsoft services - Outlook/ Exchange, Azure AD. 
  • MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin. 
  • Veeam Back up and Restoration - Veam Self Service portal, VBR