Senior VDI Engineer

AHEAD is searching for a Virtualization/VDI/Citrix/Horizon 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. 

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