Virtual Desktop Infrastructure Support Engineer
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Employer: | confidential |
Domain: |
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Job type: | full-time |
Job level: | 1 - 5 years of experience |
Location: |
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Updated at: | 24.10.2019 |
Remote work: | On-site |
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
• 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
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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