|
AHEAD is searching for a Citrix / VDI Administrator 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. This position will report to and receive direction from the Ahead Infrastructure Manager.
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
|
AHEAD
May 03, 2024