Cloud Support Engineer I - 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 any high-priority issues and escalate 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 

Required: 

• An associate's degree or 2 - 3 years of experience in a related field instead of a degree.
• Excellent troubleshooting methodology.
• Excellent communication, presentation, writing, and editorial abilities.
• Excellent organizational and time management skills.
• Manage VDI environments
  • Citrix
  • AVD
  • Horizon
  • RDS
• Flexibility to work alternative days and shifts as needed. o Days Example: Tuesday – Saturday or Sunday – Thursday.
  • Shifts Example: Day, Evening, Night
• Willingness to work on a 24x7 on-call rotation schedule.
• Technology
• Microsoft Active Directory
  • Password resets, Object management, Group management, GPOs, DNS, DHCP, Replication, IIS, etc.
• Windows OS management -> Windows 2016, 2019, 2022
• Print Server Management -> Deployment &Troubleshooting
• File Server Management -> Disk Management
• Server Performance Monitoring, investigation, and remediation -> Memory, CPU, Disk, and I/O
• Third-party application installation and troubleshooting: Adobe, QuickBooks, Zoom, Sage, etc.
• Basic experience with VDI technologies: Citrix XenApp/XenDesktop ( Citrix Workspace, Citrix Director, Citrix user connection process, etc..), RDS, VMWare Horizon

Preferred Qualifications:

• Certificates
  • AZ-900
  • AZ-104
  • Server +
  • Networking +
  • Security +
• Citrix Policy Management
• SSL Certificate management
• Advanced Windows OS management
• Legacy Windows OS -> 2008, 2012/R2
• Proficient in PowerShell
• Advanced Virtualization: VMware ESXi, VMware vSphere, VMware vCenter, VMware vCloud
• Basic understanding of parallel technologies
  • Networking -> FortiGate
  • O365 -> Outlook/ Exchange
  • Azure AD
  • MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin
  • Veeam Backup and restoration