Career details

Virtual Desktop Infrastructure Support Engineer



o College degree 
o Very good communication skills in English, both written and spoken 
o Willingness and ability to take on new assignments and learn new skills (VDI technologies - VMware View, Xen Desktop, NetScaler, etc.) 
o Proven skills and experience administering medium to large VMware vSphere, VMware ESXi (version , or ) infrastructures 
o Proven skills and experience administering medium to large Citrix Xen Server infrastructures o Proven skills and experience administering medium to large Microsoft Hyper-V Server infrastructures 
o Proven skills and experience with Windows and Linux operating systems administration and troubleshooting (Windows Server, Windows Server, Windows, Linux) 
o General knowledge and experience with networking concepts and technologies 
o Familiarity with database and networking concepts, protocols, and implementations 
o Advanced troubleshooting skills 
o History of providing excellent customer service with both internal and external customers 
o Basic programming skills 
o Quick learner 
o Organizational, multi-tasking and prioritizing skills 
o Ability to meet strict deadlines
o Ability to apply and build appropriate knowledge skills and experience 
o Able to contribute to strategic thinking 
o Ability to work unsupervised and be proactive 
o Ability to work both independently and as part of a team 



•Part of a global support team providing steady state support (Level 2 and Level 3) and production operations for VDI (virtual desktop infrastructure) clients

• Perform Level 2/3 Support for client virtual desktop infrastructures (VDI) based on Xen Desktop/VMware View solutions 

• Perform Level 2/3 Support for Windows and Linux operating systems 
• Perform planned off-hours changes per approved change/maintenance windows, as well as on-call support by rotation (predefined schedule) and off-hours interventions for high severity incidents as needed
• Follow, maintain and improve the processes and procedures defined for the project assigned 
• Maintenance of the Owned Infrastructure 
• Solve the remainder of the problems not solved at Levels 1 or , short of defects in products 
• Document actions in the record 
• Perform root cause analysis when required 
• Work with vendors (as appropriate) to resolve problems 
• Assist in the use of supported products 
• Recommend process and tool improvements 
• Contact other support groups/organizations as required 
• Interface with other systems, networks, and operating system environments 
• Route and work with Vendor support when required 
• Provide documentation and training for the other team members as required
• Communicate with other levels of support via client chat tools or IBM tools, ticketing system, emails 
• Create and implement change requests for incidents/problems as needed 
• Participate in regular internal (IBM) and external (Customer) status meetings 




Working Time:

• 8x5 (8 hours per day, 5 days per week) 

• Work in shifts in order to cover the US timezone (regular 09:00 - 18:00, late 15:00 - 24:00) 
• On-call support by rotation (scheduled) 
• Work outside business hours (overtime) for scheduled changes or to resolve customer critical situation



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