Senior Digital Workspace Engineer

About Ferroque Systems

Founded in 2007, Ferroque Systems (Ferroque) is a leader in enterprise technology services, focusing on digital workspaces and end-user infrastructure (EUI) technology. Our service-centric approach sets us apart, enabling us to deliver comprehensive, impactful solutions. Our team’s expertise, honed through diverse, real-world challenges, helps our customers meet and exceed their goals.

We pride ourselves on long-term partnerships, technical acumen, and a deep understanding of customer needs, solidifying our position as the market leader. Ferroque Systems offers expertise in top of the line technology products and world-class professional and managed services.

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 operating 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 – fulfil 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 Sr. 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 above-mentioned tasks efficiently, act in a professional manner that elicits high customer NPS, and act as a Citrix technical authority.

What You’ll Do or Key Responsibilities and Accountabilities

• Troubleshoot complex technical issues in a Citrix environment.
• Act as the Citrix technical authority/subject matter expert (SME).
• Possess strong written and verbal communication skills.
• Obtain ITIL and Citrix technical certifications within the first 6-12 months of this role.
• Possess an excellent technical understanding of Citrix technologies and how to support and manage a variety of settings, ranging from basic to complex.
• Assist junior teammates with learning key technical concepts around desktop and server virtualization, cloud computing, and network/systems architectures.
• Demonstrate excellent problem-solving skills and assist teammates with solving complex technical issues.
• Maintain a calm, poised, and professional demeanor while working in potentially stressful situations with customer IT staff and/or users.
• Possess the soft skills to be able to defuse a tense/sensitive situation, while still being able to act firmly if/when necessary.
• Possess time management skills and the ability to multi-task across in support of multiple clients.
• Demonstrate the desire and ability to continue learning new concepts and remain up to date on the most recent technologies, particularly Citrix technologies.
• Install, configure, and maintain the Citrix monitoring solution for customer environments.
• Provide regular and efficient updates on tasks and activities to the direct manager.

Qualifications (knowledge, skills, abilities)

• 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.
• Willing to be available to visit and work on-site in an MSP office in Mississauga
• Must have demonstrated strong academic achievement and good communication skills.
• Must be flexible and dependable, and act with accountability/ownership.
• Demonstrated ability to learn quickly.
• Excellent problem-solving ability with complex technical challenges.
• Act with a positive customer service attitude.
• Ability to work effectively in a small- to medium-size team environment.
• Desire and ability to provide mentoring/coaching to junior teammates.
• ITIL knowledge and ability to apply ITIL concepts in practice.
• Demonstrated technical fluency and/or expertise in a range of technical areas, based upon focus area.

Requirements (Education, Certification, Training, and Experience)

• Bachelor of Science/Arts or equivalent 5 years of similar job experience.
• Bachelor of Science from an accredited university in the areas of Computer Science, Engineering, Information Systems, Business or equivalent field of study is a plus.
• 5+ years of Citrix and IT operational experience, including relevant Microsoft technologies.
• Completed Citrix Consulting Methodology Training.
• Citrix, Cisco, Microsoft, and/or ITIL certifications.
• Track record of Delivering Citrix Projects in accordance with Citrix Consulting Methodology.
• Knowledge of developing Citrix API.
• Consulting experience on behalf of Citrix consulting is a plus.
• Consulting and Project delivery experience with reference to customers of at least 10,000 seats.
• Advanced troubleshooting of NetScaler appliances.
• Positive customer service- and team-oriented attitude.
• Liaise with Asia support team.
• Languages: English fluency; Mandarin & French (nice to have)