System Operations Engineer

We are seeking a System Operations Engineer to run the day-to-day operation of our Azure Virtual Desktop environment and provide first-line infrastructure support across the department. This is a junior to mid-level, hands-on role focused on execution: keeping AVD running for our users, monitoring system health, working tickets and service requests, performing basic troubleshooting, and carrying out scheduled patching and maintenance across Azure, Nutanix, Qumulo, Infinidat, and Rubrik environments. Azure Virtual Desktop is your day-to-day responsibility. You will be the person our users come to when VDI isn't working, and you'll handle the routine provisioning, image updates, and profile issues that keep the environment healthy. Outside of AVD, you'll provide Level 1 support across the broader infrastructure, escalating to senior engineering when issues go beyond documented procedure. What will you do? - Handle day-to-day operation of the Azure Virtual Desktop (AVD) environment - the primary responsibility of this role - including host pools, session hosts, and user profiles. - Perform AVD provisioning, user onboarding and offboarding, and routine configuration tasks through Nerdio. - Serve as the first point of contact for VDI issues, resolving common performance, access, and profile problems and escalating the rest. - Apply scheduled updates to AVD golden images following established procedure. - Monitor AVD capacity and utilization, flagging trends and making routine scaling adjustments. - Monitor server and storage health across bare metal, Nutanix, and Azure environments, responding to alerts and investigating anomalies. - Perform routine tasks on Qumulo and Infinidat storage platforms, including health checks and standard provisioning requests. - Monitor Rubrik backup jobs, resolve common job failures, and perform restores following documented procedure. - Support S3 bucket workflows and routine data backup, archive, and media management tasks. - Perform basic hardware troubleshooting, including component replacement and assisting with vendor support cases and RMAs. - Assist senior engineers with server and storage installs, upgrades, and buildouts. - Provide Level 1 support for infrastructure incidents and service requests across all supported platforms, working tickets in ServiceNow - resolving what falls within documented procedure and escalating complex or unfamiliar issues to senior engineering with clear, complete notes. - Execute scheduled firmware, software, and OS patching across infrastructure systems, including overnight maintenance windows, following approved change plans. - Submit change requests for review and carry out approved changes as directed. - Participate in a team-based 24/7 on-call rotation, handling first response and escalating as needed. - Run existing Ansible playbooks and scripts for patching and routine maintenance, and script repetitive tasks in PowerShell with support from senior engineering. - Use SolarWinds and other monitoring tools for daily health checks and alert response. - Maintain infrastructure documentation including diagrams, equipment lists, and change records, and keep runbooks and procedures current - including AVD runbooks - noting gaps where procedures are missing or unclear. - Work with senior engineering, network, and application teams to troubleshoot issues that cross system boundaries, and support studio, production, and live event teams with hands-on infrastructure assistance. - Support Genetec CCTV backend server infrastructure and provide coverage across other areas of the department as needed. - Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site. What do you need to succeed? - 4-6 years of related experience - Bachelor's degree, or equivalent combination of education and experience - 3+ years of experience working with high-performance systems platforms such as compute, storage, data centers, and automation - Previous experience at an enterprise-level company supporting all infrastructure with absolute fault tolerance in mind - Integration experience working with event correlation platforms and ticketing systems such as ServiceNow - Ability to technically troubleshoot server- and storage-related outages using infrastructure monitoring tools such as SolarWinds, Dynatrace, and Grafana - Self-directed and solutions-oriented, with sound decision-making skills and a production-minded, hands-on work style focused on customer service and operational excellence - Previous exposure working closely with production, external partners, and creative development teams - Production experience with Nutanix, Azure, and AWS, including physical, virtual, and VDI server infrastructure - Storage and backup expertise: NAS, SAN, LUN, and Rubrik backup platforms - Expertise in Ansible automation and scripting (Python, PowerShell, Bash), with strong Linux and Windows administration skills - Familiarity with networking (routing, switching, firewalls, and load balancing) Special Requirements - Must be available for on-call and overnight support, change management, and patching responsibilities on a rotating team schedule. #LI-Onsite Pay Range $83,000-$130,000 USD