What You’ll Do

You will work independently or as part of a larger team to implement and/or provide problem determination and remediation services related to system infrastructure technologies.

Role & Responsibilities

• Prepare, conduct and schedule monthly required system patching.
•  Virtual Desktop (VDI) On-Boarding and Off-Boarding – Provisioning and Deprovisioning of Virtual Desktops upon request.  Includes creating Virtual Desktops from Machine Catalogs and assigning to appropriate Delivery Groups.

• Monitor, manage and respond to monitoring alerts

• Some travel to Data Centers will be required to perform on-site hardware installations.

• Deliver services within agreed‐upon SLAs.

• Strong communication with customers as required, keeping them informed of incident progress, providing expert advice, and notifying them of upcoming changes.

• Execute change management and incident management processes.

• Collaborate closely with the Service Delivery Manager (SDM) on delivering customer-facing communications and initiatives.

• Prepare and maintain knowledge base documentation.

• Works with Lead Systems Specialist and Managed Services Operations Manager to improve operations, escalate issues, and streamline processes.

• Respond to system incidents, problems, and escalations, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues.

• Knowledge in SSL certificate lifecycle management (CSRs, private keys, certificate chains, etc).

• Basic knowledge in Hyperconverged and Virtualization Technologies such as Nutanix AOS and AHV. This includes Redundancy Factor settings, Cluster technology, Host and Storage management, Virtual Machine settings, policies and management, Domain Protection config, capacity management, etc.

• Basic knowledge in VDI infrastructure technologies such as Citrix Virtual Apps and Desktop.  This includes Citrix Delivery Services, PVS and Machine Creation Services, ICA and HDX protocols, Session Reliability, StoreFront, License Server etc.

• Other duties as required.

Critical Skills, Knowledge and Experience

• Working knowledge and experience with Citrix technologies including Citrix Virtual Apps and Desktops

• Experience maintaining and reviewing configs/settings/policies on chosen system technologies, as well as troubleshooting and remediation.

• Strong written and verbal skills with excellent communication and presentation skills

• Detail-oriented, motivated and can work in a highly collaborative and innovative environment.