Job Title

SUMMARYThe Enterprise Service Desk Engineer is a senior role responsible for maintaining and supporting multi-tenant Citrix, Exchange, VMware, and datacenter environments. You will handle escalated issues, ensure platform stability through proactive monitoring, and manage critical hosted infrastructure across Windows Server, networking, and virtualization technologies. The position requires strong technical expertise, clear communication, and the ability to identify and resolve complex problems quickly. You will work closely with Helpdesk teams and vendors, provide periodic after-hours escalation support, and deliver regular updates on tickets and projects. Success is measured by your ability to resolve escalations efficiently, maintain high uptime, and contribute to a reliable and collaborative operational environment.JOB RESPONSIBILITIESRespond to escalated issues from CSE and Remote Support teams in a timelyfashionOwnership and follow up of pending issues to resolutionManagement of multi-tenant hosted Citrix platform in a team basedenvironment.Respond and action alerts from centralized management system to maintainhealth of platformManagement of VMware virtualized environment in a team-based environment.Management of multi-tenant hosted Exchange platform in a team basedenvironment.Management and maintenance of physical datacenter resources.Work with vendors and other services providers to resolve client escalatedissuesProvide off hours support on a rotating schedule every 2-3 months as escalationfor helpdesk team.Have high interaction with Helpdesk team fostering positive and effectiveworking relationshipProvide weekly status updates on outstanding tickets and current projectsQUALIFICATIONSMinimum 5 years of experience in a systems administration roleBS/BA Preferred in MIS Computer Science or similar focusMicrosoft Certified (MCSE) and VMWare Certified (VCP VCA) a plusAdvanced Knowledge of Microsoft Windows Server 2012/R2/2016 Active Directory and Exchange 2013/2016 and Office 365.Hands-on experience working with Cisco Call Manager (Cisco UCSC)Strong understanding of networking concepts TCP/IP LAN/WAN DHCP DNS Routing Switching and FirewallsSolid working knowledge of Citrix XenApp 7Knowledge of mobile device management software (Intune)Knowledge of antivirus and anti-SPAM software (Proofpoint, Mimecast.)Familiar with Storage Area Networks (Nimble and Pure Storage) and Virtualization (vCenter)Familiar with public cloud hosting platforms (Azure and AWS)Scripting knowledge (VB Batch WSH PowerShell)Linux experience would be advantageousHighly logical thinker and skilled in identifying root cause of problems.Must be able to work both independently with limited supervision and in project team-oriented work groups.Must be able to work in a multicultural environment and must be seen as an ambassador of goodwillMust have availability to work nights and some weekends should the need ariseJOB REQUIREMENTSShould be willing to accept a long-term work-from-home arrangement.Should be amenable to a permanent night shift schedule.