THE BASICS
- Earning Potential: $80,000–$100,000
- Location: Hybrid (Preferred) (Office located at 5975 Whittle Rd, Suite 430, Mississauga, ON) or Remote (Ontario or Atlantic Canada)
- Hours: Monday–Friday, 8 am–5 pm with occasional after-hours work
- Employment Type: Full-Time Employee
- Health Benefits: Great health coverage including telemedicine and an employee assistance program.
- Retirement Savings: RRSP matching program that increases with tenure.
- Time Off: Three weeks of vacation plus sick days.
- Wellness Support: Health & wellness reimbursement program.
- Profit Sharing: Equal company-wide profit-sharing program after one calendar year of tenure.
- Start Date: ASAP
WORKING AT FERROQUE
We pride ourselves on long-term partnerships, technical acumen, and a deep understanding of customer needs, solidifying our position as the market leader. Ferroque offers expertise in best-of-breed technology products and world-class professional and managed services in four distinct practice areas:
- Digital Workspaces. Secure remote app and desktop solutions that ensure users can perform their best work from any location, focusing on enhancing the digital employee experience.
- Network & Security. Cutting-edge technologies that secure the network perimeter and optimize data delivery.
- Infrastructure. Virtualization, hardware, cloud, and monitoring platforms designed for demanding workloads on-premises and in the cloud.
- Endpoints & Productivity. Solutions for centralized endpoint management, content collaboration, and security.
ABOUT THIS OPPORTUNITY
At Ferroque, we live by Passion, Humility, Purpose, and Accountability.
- Passion fuels us to keep learning and striving for mastery.
- Humility drives us to be kind, humble, and genuine to others.
- Purpose leads us to build and manage with reason, logic, and foresight.
- Accountability keeps us honest, fostering trust within and outside of our organization.
Position Summary
Ferroque Managed Services (MSP) supports, manages, reports, and monitors our customers’ Citrix production environment(s), leveraging our experience, technical knowledge, and ITIL expertise. Our team is responsible for providing reactive, proactive, and preventative services, serving as trusted advisors who understand our customers’ environments and work as an extension of their IT Operations team. In practice, MSP is primarily responsible for delivering the following operational services in our customers’ Citrix production environment(s):
- Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the MSP monitoring system.
- Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).
- Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.
- Event management – investigate alerts received from the MSP monitoring system and determine proper actions to address these alerts.
- Request fulfillment – fulfill Citrix-related service requests received from the customer.
- Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.
- Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.
Within MSP, the Digital Workspace Engineer is responsible for performing the following tasks to support MSP clients:
- Troubleshooting, resolving, and closing all critical and high-severity (P1/P2) incidents.
- Troubleshooting, resolving, and closing all incidents that are escalated from the Service Desk.
- Performing normal and emergency changes as defined by the client.
- Fulfilling service requests that can be implemented via a normal change.
- Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).
- Configuring and managing the monitoring solution for Citrix and related ancillary technologies, including helping to establish baselines and adjusting threshold values as needed.
- Analyzing monitoring metrics and alerts to identify patterns/trends, make correlations, and provide actionable information.
The success of the Engineer will be measured by this person’s ability to perform the abovementioned tasks efficiently, act in a professional manner that elicits high customer NPS, and act as a Citrix technical authority.
Qualifications and Requirements:
- A Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience) plus Citrix, Cisco, Microsoft and/or ITIL certifications (preferred).
- 4+ years of experience with Citrix technologies, including virtualization, image management, and cloud platforms (Azure, AWS).
- Knowledge of VMware, Hypervisor technologies, and Microsoft directory services.
- ITIL certification or experience with ITIL processes (incident, problem, and change management).
- Desire and ability to provide mentoring/coaching to junior teammates.
- Engineers focused on virtualization will need advanced knowledge that will include but is not limited to:
- Citrix technologies, including virtualization and image management.
- Hypervisor technologies (VMware, Nutanix, etc.).
- Cloud technologies (Azure, AWS)
- Microsoft directory services (LDAP, Active Directory, etc.).
- Profile and policies related to end-users.
- Windows Server OS configuration.
- Basic level of key networking concepts (TCP/IP, routing, networking).
- Scripting and automation experience is a significant asset
- App packaging expertise is a significant asset
OUR INTERVIEW PROCESS
- Phone screen with HR.
- In-person or virtual interview with the Hiring Manager.
- Technical Interview with the Hiring Manager.
- Virtual chat with our CEO.
- Reference checks.
We work quickly—our typical timeline is 2 weeks from the initial interview to the offer.
Ferroque is an equal opportunity employer, dedicated to building a diverse and inclusive team. We encourage applications from all qualified candidates and will accommodate applicants’ needs throughout the recruitment, assessment, and selection process. If selected to participate in the process, please inform us of any accommodations you may require.
