Senior VDI Engineer

Roles and Responsibilities

• Provides Tier-2 / 3 technical support to clients
• Administer, maintain, and support a variety of complex client AVD / 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 customers 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

Skills Required

VMware, Citrix, Nutanix, Vsphere, horizon