Cloud Engineer II

Netrix Global is seeking a Cloud Engineer II, a technical position within the Managed Services division, responsible for managing Netrix and its customers' on-prem and cloud IT infrastructure. The Cloud Engineer reports to the Cloud Systems Operations Manager under Managed Services and will serve as an escalation point to Tier I Incident Analysts, Tier II Problem Engineers, Customer Care, and Customer Engineers regarding technical issues related to Windows Server, mail delivery, network problems, and other supported technologies. The position requires advanced knowledge and troubleshooting of Windows Servers, Active Directory, SAN Storage, Virtualization (VMware), Azure, alongside some Networking skills. The ideal candidate will have strong troubleshooting skills in the above technologies in a multi-user environment. This role will involve collaborating with various teams and with minimal supervision, and individuals in this role are required to perform duties as an expert in their field, executing advanced technical procedures, including, but not limited to, customer support, technical support, maintenance, system enhancements, and administration. This position requires excellent verbal and written communication skills as the primary point of customer interaction for incidents and service requests.

• 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
• Accepts 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.

• Bachelor's degree in information technology, or a related field (or equivalent experience).

• Min 5-7 years' experience in administration, troubleshooting, monitoring, and maintenance of core technologies like Active Directory, Windows Servers, SAN Storage, Virtualization, and Citrix

• Strong OS, Hardware, Software troubleshooting, and OS/Application Security Mitigation skills, and a good foundation of best practices.

• Maintain client security levels and confidentiality of information

• High standards of service to users/customers and team-oriented.

• Excellent written, verbal communication skills.

• Excellent organization and time management skills.

• Ability to follow procedures and adhere to Netrix and Customer policies

Shift: Tuesday through Saturday 11 PM - 8 AM EST (8:30 am IST - 5:30 PM IST)

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.

At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting .

To learn more about Netrix Global please go to )

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