Senior Help Desk Engineer

6 days ago

London, Greater London, United Kingdom CV Library Full time

Job Title: Senior Help Desk Engineer

Job Summary:

We are seeking a highly skilled Senior Help Desk Engineer to join our team at CV Library. As a Senior Help Desk Engineer, you will be responsible for administering the day-to-day operations of our Citrix VDI infrastructure services.

Key Responsibilities:

  • Take proactive ownership of Citrix infrastructure operations and service management.
  • Monitor and manage Citrix related Incidents and Tasks Queues on ServiceNow.
  • Manage and maintain the Citrix Work Plan and the program of annual maintenance and continuous service improvements.
  • Assess clients' needs to ensure effective service delivery.
  • Liaise with third parties and vendors.
  • Create and review change requests to support project delivery and operational change.
  • Contribute to the creation and maintenance of design, end-user and operations documentation sets.
  • Produce reports on Citrix infrastructure operations, services and major incidents.
  • Contribute to communications planning for maintenance, change and projects.
  • Maintain Citrix monitoring and reporting systems.
  • Maintain effective security and governance of the Citrix environment.
  • Ensure that incidents, tasks and change workloads are addressed and resolved in accordance with SLAs and project timeframes.
  • Interface with key stakeholders on operational, project and service delivery matters.
  • Ensure effective backups, service resilience and disaster recovery arrangements are maintained for the Citrix environment.

Requirements:

  • Extensive experience of Citrix XenDesktop, Citrix Cloud, Active Directory, Group Policies, Citrix Profile Management, Provisioning Services, NetScaler, VMware ESX, networking.
  • Expertise in applications packaging, databases, storage, networking, and security.
  • Knowledge of PowerShell scripting and automation.
  • Experience of managing complex multi-site Citrix infrastructure operations.
  • Experience of Citrix service upgrades and migrations.
  • Experience of Control Up desirable.
  • Experience of project management and delivery.
  • Evidence of recent Citrix certifications to Professional level desirable.
  • Excellent demand management, planning, organisation, and prioritisation skills.
  • Experience of ITIL environments and processes, preferably using ServiceNow.
  • Ability to undertake out of hours' work, during the evenings and at weekends.

About Us:

CV Library is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to providing a diverse and inclusive work environment.

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