Responsibilities

• Provides Tier 1/2 technical support to clients
• Administer, maintain, and support a variety of complex client Citrix / Horizon environments
• Identify, analyze, and resolve problems on a variety of VDI platforms
• 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, Virtualization & VDI 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.
• Participate in an on-call rotation.
• Manage and exceed client expectations.
• Complete yearly training plan objectives and relevant certifications.

Qualifications

• Minimum of 1 year of related experience with Citrix XenApp and/or VMware Horizon VDI
• CCA-V or other related training and certification required
• CCP-V/CCE-V and other advanced training and certification a plus
• Managed Services or Consulting experience is a plus
• Experience with VMware and vCenter 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