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Form of work AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
AHEAD is searching for a Citrix / VDI Administrator to be a part of our Managed Services team. Candidates are eager to learn, customer focused, an effective communicator, self-initiating and can perform most tasks without direct oversight. This position will report to and receive direction from the Ahead Infrastructure Manager.
Responsibilities
- Provides Tier 1/2 technical support to clients
- Administer, maintain, and support a variety of complex client Citrix / Horizon environments
- Identify, analyze, and resolve problems on a variety of VDI platforms
- Perform root cause analysis for issues / provide workarounds to ensure business continuity
- Troubleshooting performance or configuration issues on VDI platform hardware
- Utilizes a variety of technology tools and procedures to respond and resolve internal and external customer issues
- Ensure that all incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer's expectations and within the agreed Service Level Agreement (SLA)
- Create and maintain client technical documentation.
- Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
- Work with the Manager, Virtualization & VDI to understand client business needs, identify solutions, and provide strategic recommendations.
- Ensure that clients' infrastructure is healthy, stable, documented, and configured with accepted technical best practices.
- Manage incident/task workflow, prioritize requests, and maintain transparent communication.
- Participate in an on-call rotation.
- Manage and exceed client expectations.
- Complete yearly training plan objectives and relevant certifications.
Qualifications
- Minimum of 1 year of related experience with Citrix XenApp and/or VMware Horizon VDI
- CCA-V or other related training and certification required
- CCP-V/CCE-V and other advanced training and certification a plus
- Managed Services or Consulting experience is a plus
- Experience with VMware and vCenter is a plus
- Experience with performance monitoring tools - LogicMonitor, SolarWinds, Control Up, etc.
- Ability to effectively interact with all levels of business via phone, written communication, and in person
- Team collaboration, responsiveness, ability to multi-task
- Strong sense of urgency, ability to set priorities and perform the job with little guidance
- Excellent written and verbal interpersonal skills and ability to build and maintain collaborative and positive working relationships at all levels
- Reporting skills critical
- Strong interpersonal and communication skills (written and oral) required
- Strong analytical and problem-solving skills
- Self-motivated with the ability to work in a fast-paced environment
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
We understand that you have a life outside of work. That's why we offer paid time off, paid company holidays, and a great benefits program including maternity/paternity leave and much more!
Please note that although some job posting are indicated as remote, it is solely for the purpose of the posting. It is company policy for employees within thirty miles of an office to be in-office at least 2 days per week.
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