Virtual Desktop Infrastructure Support Engineer

Short company description

A COLOURFUL GROUP OF PEOPLE PASSIONATE ABOUT TECHNOLOGY & THE WONDERS OF INFORMATION

This is us. A fast-moving team, senior enough to assure effectiveness, but young enough to be flexible and transparent, we started out in 2000 as a privately-owned-and-managed business.

We’re a company with a soul, driven by our values and dedicated to fulfilling our mission to offer world class services, by continuous learning. Our Paladins (just employees in some companies) are empowered to work hard, move up and stand proud.

With active investment in our people's professional development and with the creative-InCrys-touch, we support our clients throughout the project's life cycle, providing end-to-end technology solutions for mission critical systems, products and services.

Requirements

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 other tools, ticketing system, emails. Create and implement change requests for incidents/problems as needed. Participate in regular internal and external status meetings. Working time: 8x5 (8 hours per day, 5 days per week). Work in shifts in order to cover the US timezone (morning 06:00 – 15:00, regular 09:00 – 18:00, late 13:00 – 22:00). Weekend coverage by rotation (shifted weekend). On-call support by rotation (scheduled). Work outside business hours (overtime) for scheduled changes or to resolve customer critical situations. Availability for business travel

Responsibilities

MANDATORY SKILLS:
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

NICE TO HAVE SKILLS:
o UNIX / Linux shell scripting (bash, etc.)
o Storage SAN / NAS / Netapp
o Has used and understands ticketing tools and concepts
o General understanding of ITIL/IT Service Management concepts;
o Experience using RES – profile management
o Previous experience in similar roles

Other info

• Motivating salary;
• Good working environment;
• Medical insurance;
• Annual team building;
• Trainings and certifications.