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L2 Virtualization Support Engineer

Location: Philadelphia, PA or Cleveland, OH

Position Description: Second-level monitoring and troubleshooting of cloud services anomalies. Interface with L1 Engineers for service call escalation. Integrated with platform and application level monitoring, performance monitoring and proactive maintenance. Internal and external escalations when appropriate.

  Major Responsibilities:
  • Monitor trouble-ticket queue
  • Monitoring RMM and other tool information and alerts
  • Customer support calls
  • Second level troubleshooting
  • Administration of VMware, Citrix, Linux and Microsoft environments
  • Maintain service pack schedules with customers
  • Perform server administration functions such as user/group administration, scripting, group policy development and implementation
  • Establishing corrective actions and new processes based on after action reviews of issues to standardize response and resolution of issues
  • Assist with performance and network traffic issues
  • Creating new Windows 7/8 base images in View, XenDesktop and/or XenApp deployed environments
  • After hours support for infrastructure to be performed on a rotation of engineers
  • Internal and external escalations
Required Qualifications:
  • 8 years minimum IT experience
  • 4-6 years minimum experience in an enterprise server environment with both administration and problem resolution of Microsoft Windows Server 2003 and/or Microsoft Windows Server 2008 required
  • 4-6 years Windows desktop OS support knowledge and experience
  • Windows Server 2008/2012 Active Directory architectural design and management experience is required
  • Windows Server 2008/2012 experience as a project lead is preferred
  • Cisco CCNA preferred, ASA and advanced switching experience preferred
  • Citrix XenDesktop 5.5+, Citrix XenApp 6+, vmWare view 5.0+ experience preferred
  • VMware experience preferred
  • SAN storage management preferred
  • Hands on experience with ticket or service desk systems
  • Good people / customer skills
  • Able to lift 50 pounds
Special Skills/Equipment:
  • Microsoft Windows Server 2008 or greater, Linux Server
  • Effective verbal and written communication skills with team, clients and vendors
  • Effective trouble-shooting, organization and prioritization skills
  • Ability to work independently and cross train with team members
  • Analytical skills to form effective resolutions
To submit your resume please email

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