Roles and Responsibilities
- 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 LogicMonitor, SolarWinds, 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
