Virtual Desktop Infrastructure Support Engineer

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

 Very good communication skills in English, both written and spoken.
 Willingness and ability to take on new assignments and learn new skills (VDI technologies - VMware View, Xen Desktop, NetScaler, etc.).
 Proven skills and experience administering medium to large VMware vSphere, VMware ESXi (version 4.x, 5.x or 6.x) infrastructures.
 Proven skills and experience administering medium to large Citrix Xen Server infrastructures.
 Proven skills and experience administering medium to large Microsoft Hyper-V Server infrastructures.
 Proven skills and experience with Windows and Linux operating systems administration and troubleshooting (Windows Server 2008, Windows Server 2012, Windows 7, Linux).
 General knowledge and experience with networking concepts and technologies.
 Familiarity with database and networking concepts, protocols, and implementations.
 Advanced troubleshooting skills.
 History of providing excellent customer service with both internal and external customers.
 Basic programming skills.
 Organizational, multi-tasking and prioritizing skills.
 Ability to meet strict deadlines.
 Ability to apply and build appropriate knowledge skills and experience.
 Able to contribute to strategic thinking.
 Ability to work unsupervised and be proactive.
 Ability to work both independently and as part of a team.

 Perform Level 2/3 Support for client virtual desktop infrastructures (VDI) based on Xen Desktop/VMware View solutions.
 Perform Level 2/3 Support for Windows and Linux operating systems.
 Perform planned off-hours changes per approved change/maintenance windows, as well as on-call support by rotation (predefined schedule) and off-hours interventions for high severity incidents as needed.
 Follow, maintain and improve the processes and procedures defined for the project assigned
 Maintenance of the Owned Infrastructure
 Solve the remainder of the problems not solved at Levels 1 or 1.5, short of defects in products
 Document actions in the record.
 Perform root cause analysis when required.
 Work with vendors (as appropriate) to resolve problems.
 Assist in the use of supported products.
 Recommend process and tool improvements.
 Contact other support groups/organizations as required.
 Interface with other systems, networks, and operating system environments.
 Route and work with Vendor support when required.
 Provide documentation and training for the other team members as required
 Communicate with other levels of support via client chat tools, ticketing system or emails.
 Create and implement change requests for incidents/problems as needed.
 Participate in regular internal and external status meetings.

Ideal candidate:
 UNIX / Linux shell scripting (bash, etc.).
 Storage SAN / NAS / Netapp.
 Advanced understanding of ticketing tools and concepts.
 General understanding of ITIL/IT Service Management concepts.
 Experience using RES – profile management.
 Previous experience in similar roles.