Senior VDI Engineer

Roles and Responsibilities

• Provides Tier-2/3 technical support to clients 
• Administer, maintain, and support a variety of complex client Horizon/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 customer’s 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 VMware and vCenter required 
• 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