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Citrix VDI Systems Engineer II

Overland Park, KS · Information Technology
COVID-19 Statement: Everyone is currently working remotely and will begin returning to the office on a voluntary basis when Kansas enters Phase 3 of Governor Kelly’s "Ad Astra" Plan.
TITLE: System Engineer II (Citrix Focused)
LOCATION:  Overland Park, KS 66211 / Currently 100% Remote
TERMS:  Perm / Direct Hire
DEPARTMENT:  Managed Services
CULTURE: Relaxed environment with most employees wearing t-shirt and jeans to work each day 
TRAVEL:  Travel for this position is estimated to be much less than 20% -- that is a top-end projection.
INTERVIEW PROCESS: all interviews will be conducted via phone or Ring Central Video
  • *CCA-V (Citrix Certified Associate - Virtualization)
  • *CCP-V (Citrix Certified Professional - Virtualization)
*If a candidate does not have either of these certifications, they would need to have the equivalent work experience and would need to obtain certification within the first 90 days on the job.
LEVEL OF EXPERIENCE: Minimum of five (5) years of experience with Citrix Virtual Desktop Infrastructure (VDI)
REPORTS TO: Core Manager
TEAM: Managed Services 
The Managed Services team is responsible for providing post-sales support our Client’s internal environment, Cloud tenants, and Managed Services business customers who have managed services contracts/agreements. Services range from managing hardware to fully managed solutions encompassing any or all of the following technologies: physical and virtual backup systems management, Cloud hosted solutions, server architecture, VMware, Citrix VDI, Nutanix, etc.

This is a customer focused hands-on role in which the Systems Engineer II (Citrix) will be expected to handle and resolve customer issues in both a proactive and reactive manner. This specific role is for a resource with a strong background in Citrix and virtualized environments. This role will be a part of the Tier 2/3 escalation team and will have a work shift consisting of Monday through Friday, from 7:00 a.m. to 4:00 p.m. CST (minimum).
  • Serve as primary escalation point of contact and Managed Services’ subject matter expert for Citrix VDI
  • Build out, deploy, manage and monitor Citrix VDI environments
  • Complete tickets escalated to Core Team to maintain zero violated SLA’s and/or due dates
  • Administer, maintain and upgrade backup solution(s) and customer infrastructure on a regular schedule
  • Serve as primary escalation point of contact for Our Client’s Cloud infrastructure issues and problems, escalating to senior management as appropriate Citrix MS customer
  • Proactively assess impact of future releases and communicate release notifications to customers
  • Create and maintain knowledge base articles and all documents related to customer environments
  • Implement, configure, test and maintain operating systems, application software, and system management tools both internally and externally
  • Collaborate with the SOC team to mitigate, patch, and harden customer infrastructure
  • Responsible for contributing to the administration of IT Portal and overseeing of proper documentation/relationships
  • Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
  • Maintain customer uptime, consistent backups, and redundancy strategies
  • Partner with vendors and other IT personnel for problem resolution
  • Provide Incident Response (IR) support when analysis confirms actionable incident
  • Help customer organization and management of the business applications
The Systems Engineer II – Citrix position is assigned to the Core Team, which is responsible for management of the Core ticket queue and related SLA’s. Engineers are responsible for the overall system health of customer environments and develop and manage the strategic planning of customer infrastructure lifecycles. This position involves critical duties and responsibilities that must continue to be performed during crisis situations and contingency operations, which may necessitate extended hours of work.
  • Review and approve change controls
  • Local travel to customer sites and up to 10% of travel out of town for conferences, customer onboarding, customer support, etc. (currently on hold due to COVID-19)
  • Bachelor’s degree preferred, or equivalent relevant work experience
  • Minimum of five years of experience with Citrix VDI
  • Able to build out and deploy Citrix environments, provision and set up servers
  • Experience utilizing Citrix Cloud and ADC
  • CCA-V or CCP-V certified, or can attain within 90 days of accepting position
  • Proven ability to create and maintain documentation
  • Enterprise level experience with strong focus around process and procedure
  • Proven working experience in installing, configuring and troubleshooting virtual-based environments
  • Intermediate Virtual and/or Cloud experience with the Azure, VMware, Nutanix, or Citrix technologies
  • Experience with Remote Monitoring & Mgmt. (RMM) tools and/or automation scripts, such as ConnectWise Automate and PowerShell
  • Solid networking knowledge
  • Must possess strong technical, quantitative, and analytical skills
  • Demonstrated ability in developing and maintaining strong customer relationships
  • Able to multi-task, handle multiple projects and assign appropriate prioritization of tasks
  • Perform after-hours duties on an on-call rotation and as-needed basis
  • Must have or obtain a laptop for business use to provide seamless mobility in the office and remote access
  • Assist the team where required by actively working on customer issues, handling calls, assisting other team members in issue resolution, etc.
  • Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members
  • Interact with the Service Delivery Team, Professional Services Engineers, and Account Managers to provide our customers with the Choice Experience
  • Must directly interact with various customers
  • Experience within a Multi-Tenant Managed Service environment
  • Ability to work within a team, both in-person and virtual media outlets for remote contacts
  • Capable of managing own workload with minimal supervision to meet tight deadlines
  • Detail-oriented and process driven and to see tickets through to resolution and/or escalation
  • Bi-lingual is a plus
Our Client’s Requirements & Expectations:
  • Express a positive and confident, can-do attitude
  • Dependable, adaptable, flexible, and a team player
  • Personal dedication to training and development
  • Excellent organizational and problem-solving skills
  • Strong oral and written communications skills
Managed Services Requirements & Expectations:
  • Will be available via Slack, email, and phone to provide timely answers to team members, vendors, and customers
  • Must report to the HQ location in Overland Park, KS office during the assigned shift
  • Professional appearance, attitude, and communication
  • Timely delivery of required internal documents such as time sheets and expense reports
  • Maintain confidentiality in all aspects of client, staff, and agency information
  • Able to deal with challenges and issues in a professional and supportive manner
Covenant Consulting strives to attract, cultivate and retain exceptional talent. If you feel you are a match for the position, and are interested in a great growth opportunity, we encourage you to contact Shannon.McInnis@Covenant-Consulting.com

Covenant Consulting is a Technology Services Provider offering project-based IT consulting, IT staffing and IT recruiting services. Every partnership reflects our uncompromising commitment to quality and integrity. We have extensive experience and capabilities in project-based consulting, short and long-term staff augmentation, and permanent recruitment. We work with companies of every size, across many industries and have the flexibility to scale solutions to meet our client's specific needs.

Shannon McInnis
Sr. Technical Recruiter
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