Citrix VDI Engineer (KL Gateway Mall)

Company Background: We are representing our client, a trading MNC company in telecommunication industry is looking for a dynamic and result oriented candidate to fill their current job opening of Senior Engineer – Citrix and VDI to be based in KL Gateway Mall, Kuala Lumpur. Job Responsibilities: a. General Support related • Supports his/her team during L2/L3 diagnosis when technical issues rise in his/her scope of expertise. • Is aware of the Corporate IT structure so that he/she anticipates interrelationships within the organization. • Guarantees the production readiness for day-to-day operations. • Is available and able to drive technically severity incidents that occur within the scope of their role. • Actively engages to understand new technologies and technology trends and reviews them with a view to incorporating them into the operations. • Perform health checks as defined and take respective actions. • Responsible for service request, change, escalated incidents and other tasks. • Facilitates collaboration and information sharing team. • Motivates, encourage team collaboration and sharing of best practices. • Participates to the department’s activities including brainstorming, team building and other team or transversal actions. • Fosters innovation mindset. • Focus on automation and optimization of resources to improve efficiency. • Procurement – To review hardware maintenance support and procure/renew licenses in an on-going basis. b. Virtual Desktop Infrastructure (VDI) (Citrix Platform) • Support on all escalated incidents from Level 1 support. • Tasks and alert management. Respond to critical monitoring alerts including server alerts and system outages. • Change management – Preparation of roadmaps, execution of Request for Change. • End to end support for Citrix, VDI. • Service improvement contributions. • Problem tickets task actions to identify root cause of issues. • Assign service request and tasks in timely manner via ServiceNow ticketing tool. • Generate internal knowledge base articles and issue resolution and maintain Level-1 troubleshooting workflows • Perform server maintenance and operational procedures • Manage user profiles and data • Perform maintenance and environment upgrades • Review periodic reports of sever health, resource usage, user experience, and overall environment performance • Review vendor knowledge base articles and newly released updates • Perform policy-level changes and make Active Directory updates • Review change control requests that impact the Citrix VDI environment • Review knowledge base articles and issue resolution scripts for accuracy, compliance, and feasibility • Provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA • Documents, reviews, maintains and shares relevant technical information to the team. • Implements and develops improvements based on best practices. • Focuses on automation and optimum use of the team to improve efficiency. • Reviews technology changes to identify potential risks. • To provide outside of working hours operation support and attend to on-call basis whenever required. c. Incident Management • Work together with Service Manager on incident resolution and RCA. • Priority-1 incidents within the targeted system restoration time. • RCA (Root Cause Analysis): RCA has to be determined for at least 80% of incidents and within timeline SLA. Job Requirements: • Candidate must possess at least Diploma in IT or Equivalent discipline. • Minimum 4 years technical hands-on working experience in Citrix VDI. • Minimum 5 years End User Technology (EUT). • Proven working experience with Citrix Xenapp7.x, Xendesktop7.x, Citrix Workspace Virtual App and Desktop 1912 in a Windows 2008 /2012/2016 environment and latest versions of the product VMware. • Experience with Provisioning Services, Hyper-V, and NetScaler/ADC platform. • In-depth working knowledge of the Windows environment with at least 3-5 years of Windows administration experience and a strong understanding of network concepts. • Certificate knowledge (Installation on NetScaler, Servers, generating new certs from local signed). • Candidate must be willing to work in KL Gateway Mall Gateway Mall, Kuala Lumpur. Interested candidate may apply online or send your updated resume to [email protected] Only shortlisted candidate will be notified.