L2 Cloud Implementation Engineer

XTIUM is seeking an experienced L2/L3 Cloud Implementation Engineer to support and deliver Microsoft, Citrix, Microsoft 365, and Azure solutions for its customers. This role involves handling escalations from the L1/L2 service desk, resolving complex incidents, and executing hands-on implementation, migration, and optimization projects. The successful candidate will collaborate closely with L3 architects and customer technical teams, serving as the primary technical contact for daily change management and service delivery activities.

Key Responsibilities

- Deploy and support Microsoft Azure infrastructure and platform services, including virtual machines, VNets, NSGs, load balancers, storage accounts, Azure Backup, and Site Recovery. Manage hybrid connectivity solutions such as Site-to-Site VPN, Azure Firewall, and DNS. Configure Azure Monitor, Log Analytics, Defender for Cloud, Azure Policy, and RBAC. Support Azure Virtual Desktop (AVD) environments, including host pools, images, FSLogix, and scaling plans.

- Implement and maintain Citrix environments, including Citrix Virtual Apps and Desktops (CVAD) and Citrix DaaS components like Delivery Controllers, StoreFront, Studio, machine catalogs, Delivery Groups, and policies. Manage master images (MCS), profile management, Workspace Environment Management, and application layering/delivery. Deploy and troubleshoot Citrix ADC (NetScaler) and Gateway features such as load balancing, SSL/TLS profiles, authentication methods (LDAP, SAML, OAuth/OIDC), responder policies, and high availability. Utilize Citrix ADM for configuration, StyleBooks, certificate management, and analytics. Diagnose ICA/HDX, logon performance, and connectivity issues using Director and related tools.

- Support Microsoft infrastructure components including Windows Server (2016/2019/2022), Active Directory, DNS, DHCP, Group Policy, and PKI (AD CS). Maintain file services and manage patching through WSUS, Intune, and Azure Update Manager.

- Manage L2 incident, problem, and change tickets in alignment with SLAs using ServiceNow. Produce clear technical documentation such as high-level and low-level design inputs, build guides, runbooks, and handover notes. Escalate issues to L3 teams and vendor support (Microsoft, Citrix) as needed, while mentoring L1 colleagues. Participate in on-call rotations and out-of-hours maintenance windows when required.

- Demonstrate strong troubleshooting and problem-solving skills, prioritize workload effectively, work well under pressure, and take ownership of technical issues. Maintain excellent communication and organizational skills, and show a commitment to continuous learning and collaboration.

Required Qualifications

- 3 to 5 years of experience in an L2 or implementation engineering role within a managed services or enterprise environment.

- Hands-on experience with Azure and Microsoft 365 administration.

- Strong expertise in Active Directory, Entra ID, Group Policy, and Windows Server environments.

- Practical knowledge of Citrix CVAD/DaaS, with working experience on Citrix ADC/NetScaler (both CLI and GUI).

- Solid understanding of networking fundamentals including TCP/IP, DNS, TLS/PKI, VPN, firewalls, and load balancing.

- Proficiency in PowerShell scripting and automation.

- Excellent troubleshooting abilities, clear written and verbal communication skills, and a customer-focused approach.

Preferred Qualifications and Benefits

- Microsoft certifications such as AZ-104, MS-102, MD-102, SC-300, AZ-140, and AZ-700 are highly desirable.

- Citrix certifications including CCA-V, CCP-V, and CCA-N (ADC) are preferred.

- ITIL Foundation certification is an advantage.

- Experience working in a multi-customer Managed Service Provider (MSP) environment.

Technology Coverage

- Azure: Virtual Machines, VNets, NSGs, Azure Firewall, ExpressRoute, Backup, Site Recovery, Monitor, Defender for Cloud, Policy, Azure Virtual Desktop.

- Microsoft 365: Exchange Online, SharePoint, OneDrive, Teams, Intune, Defender, Purview.

- Identity: Entra ID, Entra Connect, Conditional Access, PIM, SSO, MFA, Active Directory Domain Services, AD Certificate Services.

- Citrix: CVAD/DaaS, StoreFront, Director, Workspace Environment Management, Provisioning Services/Machine Creation Services, ADC (NetScaler), ADM.

- Windows Infrastructure: Windows Server, Group Policy Objects, DNS, DHCP, Hyper-V, VMware, WSUS, SCCM.

- Automation: PowerShell, Azure CLI, Bicep, Terraform, ARM templates.

XTIUM is committed to equal opportunity employment and values diversity in the workplace.