Senior EUC Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Level 3 and Level 4 support along with engineering expertise for managed environments utilizing Citrix and Azure Virtual Desktop.

• Diagnose and resolve intricate issues related to virtual desktops, application delivery, user profiles, session performance, and endpoints.

• Engage in escalation rotations and participate in major incident response initiatives.

• Conduct daily health assessments, manage patching, perform upgrades, and handle incident remediation across hosted EUC environments.

• Ensure compliance with established service levels and operational standards.

• Oversee Citrix Virtual Apps and Desktops, including components such as Studio, Director, Citrix Policy, Machine Catalogs, and Delivery Groups.

• Deploy, configure, and enhance Azure Virtual Desktop environments while administering Nerdio Manager for Enterprise.

• Manage Citrix Gateway (NetScaler), Citrix Cloud, and hybrid configurations, along with supporting Azure Resource Manager resources and virtual networking.

• Implement and enforce Group Policy Objects, security baselines, and compliance configurations across desktop and server environments.

• Provide support for endpoint management and thin client configurations, including Stratodesk, IGEL, and Unicon.

• Apply Zero Trust principles, Conditional Access policies, and modern endpoint security integrations.

• Facilitate the implementation and integration of Imprivata with virtual desktops and authentication workflows.

• Execute Infrastructure as Code methodologies utilizing Terraform, Ansible, and Packer.

• Develop automation solutions using PowerShell, Nerdio automation scripting, Nerdio Runbooks, and image build pipelines.

• Monitor, evaluate, and enhance system performance, availability, and security posture across client environments.

• Create and maintain operational documentation, runbooks, and support playbooks.

• Take part in disaster recovery planning, testing, and implementation.

• Act as a trusted advisor to assigned clients.

• Collaborate with internal architects and client stakeholders to ensure platform integrity and alignment with service level agreements (SLAs).

• Provide recommendations regarding optimization, modernization, governance, and best practices in end-user computing.

• Assist in onboarding new managed services clients.

• Mentor and transfer knowledge to junior engineers and technicians.

• Analyze session performance, capacity, and trends in Azure consumption.

• Identify opportunities to lower hosting costs through right-sizing, autoscaling, and image optimization.

• Suggest improvements in governance and standardization of configurations.

• Participate in customer initiatives aimed at optimization and modernization.

⛳️ Requirements

• Over 5 years of experience supporting Citrix Virtual Apps and Desktops or Azure Virtual Desktop in a managed services or enterprise setting.

• More than 4 years of experience administering production virtual desktop environments, including Machine Catalogs, Delivery Groups, and image management.

• Proven experience managing multiple client environments concurrently.

• Familiarity with ITSM ticketing tools such as ServiceNow or Remedy.

• Capability to troubleshoot complex issues independently and communicate effectively with clients.

• Proficiency in Citrix Virtual Apps and Desktops.

• Knowledge of Azure Virtual Desktop (AVD).

• Experience with Citrix Studio, Director, and Citrix Policy.

• Familiarity with Nerdio Manager for Enterprise.

• Knowledge of Citrix Gateway (NetScaler).

• Experience with Infrastructure as Code tools such as Terraform, Ansible, and Packer.

• Understanding of Group Policy, Active Directory, and Windows internals.

• Proficiency in PowerShell automation.

• Familiarity with Azure Resource Manager and virtual networking.

• Experience in managing thin clients and endpoint configurations (Stratodesk, IGEL, Unicon).

🏝️ Benefits

• Competitive salary package.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Collaborative and innovative work environment.