Virtual Desktop Infrastructure Support Engineer

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Employer: confidential
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 24.10.2019
    Remote work: On-site
    Requirements

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

    Responsibilities

    • Part of a global support team providing steady state support (Level 2 and Level 3) and production operations for VDI (virtual desktop infrastructure) clients.
    • 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 or IBM tools, ticketing system, emails
    • Create and implement change requests for incidents/problems as needed
    • Participate in regular internal (IBM) and external (Customer) status meetings

    Other info

    24x7 (8 hours per day, 7 days per week)
    • Work in shifts in order to cover the US timezone (06:00 – 15:00, 09:00 – 18:00, 22:00 – 06:00 and 14:00 – 23:00 only in weekend)
    • Weekend and night shift coverage by rotation

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