Virtual Desktop Infrastructure Support Engineer

We develop revolutionary digital solutions that leverage next generation technologies - AI, blockchain, machine learning, IoT, AR, VR, bringing to life amazing user experiences. It’s people who make software, not robots – and many companies tend to forget that. We are social creatures, and we want to work together on things that are meaningful to us, in ways that make us become better and better each day.

- College degree
- 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 o History of providing excellent customer service with both internal and external customers
- Basic programming skills
- Quick learner
- 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

Nice to have:
- UNIX / Linux shell scripting (bash, etc.)
- Storage SAN / NAS / Netapp
- Has used and understands ticketing tools and concepts
- General understanding of ITIL/IT Service Management concepts
- Experience using RES — profile management
- Previous experience in similar roles

- 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 internal tools, ticketing system, emails
- Create and implement change requests for incidents/problems as needed
- Participate in regular internal and external status meetings