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Job Description & How to Apply Below
Provides Tier-2/3 technical support to clients
Administer, maintain, and support a variety of complex client AVD/Citrix environments
Identify, analyse, and resolve problems on a variety of VDI platforms
Handles day-to-day VMware vSphere operational tasks including but not limited to:
Performance analysis of overall system health
Disk and Network management, configuration, and troubleshooting
Apply software updates and deploy new systems
Troubleshooting performance or configuration issues on virtualization platform hardware
Perform root cause analysis for issues / provide workarounds to ensure business continuity
Troubleshooting performance or configuration issues on VDI platform hardware
Utilizes a variety of technology tools and procedures to respond and resolve internal and external customer issues
Ensure that all incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customers expectations and within the agreed Service Level Agreement (SLA)
Create and maintain client technical documentation
Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA
Work with the Manager of Technical Operations to understand client business needs, identify solutions, and provide strategic recommendations
Ensure that clients infrastructure is healthy, stable, documented, and configured with accepted technical best practices
Manage incident/task workflow, prioritize requests, and maintain transparent communication
Manage and exceed client expectations
Complete yearly training plan objectives and relevant certifications
Qualifications
Minimum of 8+ years of related experience with Citrix/AVD/Azure Virtual desktop
Experience with virtualization platform hardware such as Nutanix, Dell, HPE, Cisco UCS is required
Minimum of 6+ years of related experience with Citrix/Horizon
Managed Services or Consulting experience is a plus
Experience with performance monitoring tools Logic Monitor, Solar Winds, Control Up, etc.
Ability to effectively interact with all levels of business via phone, written communication, and in-person
Team collaboration, responsiveness, ability to multi-task
Strong sense of urgency, ability to set priorities and perform the job with little guidance
Excellent written and verbal interpersonal skills and ability to build and maintain collaborative and positive working relationships at all levels
Reporting skills critical
Strong interpersonal and communication skills (written and oral) required
Strong analytical and problem-solving skills
Self-motivated with the ability to work in a fast-paced environment
Position Requirements
10+ Years
work experience
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