AHEAD is searching for a Virtualization/VDI/Citrix Engineer to be a part of our Managed Services team
Candidates are eager to learn, customer focused, an effective communicator, self-initiating and can perform most tasks without direct oversight
Our Virtualization Engineer is a valued member of the Managed Services Technical Operations Team responsible for incident management, service request management, and change management virtualization support for all Managed Services customers
This position will report to and receive direction from the Manager, Technical Operations
Responsibilities
Provides Tier-2 technical support to clients
Administer, maintain, and support a variety of complex client Horizon/Citrix environments
Identify, analyze, 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 3+ 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 2+ years of related experience with Citrix.
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
Certifications:
VCTA-EUC, VCP-DTM, VCP-DW, CCA-V, CCP-V or other related training and certification required
VCP, CCE-V and other advanced training and certification a plus
