Sr. Managed Services Engineer - Citrix

SHI International Corp.

129d • $120,000 - $160,000

About The Position

The Senior Managed Services Engineer is responsible for supporting a designated set of technologies at an advanced level. This role involves providing technical escalation support, delivering exceptional customer service, and analyzing, identifying, and planning improvements to the delivery of our services. The ideal candidate will mentor junior staff, document work for a global knowledge base, and provide expert-level technical support services, all while staying updated on industry trends and emerging technologies.

Requirements

• Completed Bachelor’s Degree or relevant work experience required.
• 5+ years of experience in a similar role.
• 5+ years of experience working with cloud platform core services such as Azure/AWS Compute, Storage, Network, and Security.
• Ability to travel 10%.
• Ability to work flexible hours and holidays.
• Willingness to obtain the following certifications within the first year of SHI employment: Citrix Certified Professional – Virtualization or Citrix Certified Professional - AppDS.

Nice To Haves

• StoreFront, Citrix Studio/Director, Citrix Workspace app, Workspace Environment Management (WEM), Citrix Gateway, Provisioning Services (PVS), Machine Creation Services (MCS), Citrix App Layering, Federated Authentication Service (FAS), HDX/EDT & Session Recording, Citrix Analytics, Citrix SD-WAN, NVIDIA vGPU/AMD MxGPU, FSLogix, Microsoft AVD/RDS, Office 365/Teams optimization, Okta/Duo, Azure AD Conditional Access, Microsoft Defender for Endpoint/CrowdStrike.

Responsibilities

• Serve as a technical escalation point, assisting with complex troubleshooting and vendor coordination.
• Provide excellent customer service, engaging with customers on updates, incident responses, and needs assessment.
• Monitor, diagnose, and optimize system performance, standardizing processes with SOPs.
• Stay updated on industry trends and emerging technologies to enhance personal and professional growth.
• Mentor and train lower-tier engineering and service desk employees.
• Document work and contribute to a global knowledge base, ensuring effective incident management.
• Design and validate technical solutions, supporting network and infrastructure development.
• Manage and configure diverse platform infrastructures, applications, and collaboration tools.
• Lead IT and service improvement projects, collaborating with internal and external stakeholders.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401K
• Flexible spending

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees