Job Description :
Skill: virtualization desktop support
Location: Weehawken, NJ

The role is to work within this unique Level 2 support shift team with the following responsibilities:
Management and resolution of end user incidents escalated from the L1 team.
Management and resolution of end user incidents from UAT users.
Management and escalation of infrastructure events/alerts to respective teams including the Level 3 VDI Workspace team.
Major incident management following the standard UBS process.
Infrastructure health monitoring via monitoring and management systems.
Daily reporting to Global Level 2 & 3 VDI Workspace team of the infrastructure health / events.
Identification and specification of problems, reporting these to problem management team.
Problem analysis and resolution.
Knowledge article creation working with problem management team.
Follow company standards and procedures including security and change control.
Collaboration with Level 3 VDI Workspace team on problem management, escalation and major incidents.
Reviewing new run books for Level 2 provided via Level 3 VDI Workspace team.

Minimum Requirements:
The ideal candidate should have excellent client liaison, documentation and technical skills and is capable of working in a global environment across multiple time zones:
Minimum 5 years of experience supporting Windows desktop in a VDI environment.
Clear understanding of ITIL processes and procedures.
Minimum 5 years ITSM experience, ideally with ServiceNow.
Exposure to and understanding of Citrix Xendesktop 7.6xincluding Citrix Director, Citrix PVS & Citrix Storefront.
Experience of supporting and troubleshooting Citrix Receiver, leveraging Citrix Director to address any BYOD issues.
Experience with AppSense for profile management.
Understanding of Windows SCCM, FIM and Windows App-V.

Clear understanding and exposure to VMware vSphere virtualization with enterprise storage (vCentre, VUM, SSO, ESXi)
Experience using VMware vROPS.
Use of Lakeside Systrack dashboards.
Clear technical understanding of Windows Server infrastructure and Active Directory.
Experience with HP Server On-board Administrator and Integrated Lights-Out (iLO
Experience with Dell''s Chassis Management Controller (CMC) and Integrated Dell Remote Access Controller (iDRAC)
Evidence of formal IT training and/or certifications relevant to the above an advantage.
Basic knowledge of PowerShell scripting.
Good command of the English language, verbally and written.

Relevant IT certifications are an advantage but not a requirement for this L2 Support role
Where a candidate displays an IT certification on their CV, it is expected they will be able to demonstrate knowledge consistent with that certification

Current Technologies:
Citrix Director
VMWare vSphere 5.x
Lakeside Systrack
Microsoft FIM
Microsoft SCCM 2012
Microsoft App-V
Atlantis USX Manager (Read Only)
HP On-board Administrator and Integrated Lights-Out (iLO)
Dell''s Chassis Management Controller (CMC) and Integrated Dell Remote Access Controller (iDRAC)