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IT VDI Administrator

Req ID#:  136908

US

IT VDI Administrator

Information Technology

 

Sitel is looking for an IT Virtual Desktop Infrastructure (VDI) Administrator to join our fast-paced, team-focused, dynamic Global Corporate IT department. This role is a remote role within the United States. 

As a member of our IT team you will not only build your skillset, but also have exposure to numerous environments and challenges.  While working with many major vendors, we deploy the latest technologies to our clients as well as our associates.  With our innovation-led approach and entrepreneurial spirit, you’ll always remain on the forefront of technology with a career at Sitel Group.

 

 

About Sitel Group

 

We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.

 

 

Responsibilities:

 

The VDI Administrator will provide support to the business in the following areas:

 

  • Maintain VDI Platform (AWS/ VMware/Citrix)
    • Remotely log into the end users' endpoint (desktops and/or servers) in order to perform technical software configuration, rebooting, and other remedial actions.
    • Provide implementation, troubleshooting and maintenance support. Rapidly distinguish isolated user problems.
    • Provide follow-up information for technical findings, feedback, resolution steps taken.
    • Monthly patching and application updates driven by client requests.
    • User setup and provisioning including MFA and SSO integration.
    • Setup end-user devices including; softphone configuration, networking devices (home router or switch), and end point neutralization setup (Secure Remote Worker or Linux Boot)
  • Tier 2 Technical Support
  • Validate AWS Registration code/SRW Profile/MFA and SSO setup
  • Sitel and Client application troubleshooting
  • SRW and Ubuntu profiles and client support
  • Basic knowledge of softphone setup and troubleshooting
  • Connectivity issues with home ISP and Client tools
  • Amazon builds to included subnet, directory, master image and bundle creation
  • Update master images and push to users based on company needs
  • Support for Chat and collaboration tools
  • On-call rotation with other team members
  • Support on major outage bridges
  • Create and update  documentation, IT SharePoint and Wiki
  • Laptop and VPN Support
  • SCCM
  • VPN client configuration
  • Hardware

 

 

Experience/Skills/Abilities: 

 

  • Experience working in a VDI or desktop support environment.
  • Knowledge of Desktop virtualization technology (AWS/VMware/Citrix). Including Amazon WorkSpaces builds to included subnet, directory, master image and bundle creation. VMware master updates/patches. Citrix published applications.
  • Familiar with Microsoft Active Directory environment including DNS, DHCP, OU and GPOs.
  • Knowledge of Microsoft products including but not limited to Desktop operating systems, Office applications.
  • Sound knowledge networking including network troubleshooting tools. (Ping, telnet, traceroute, Wireshark).
  • Experience engaging with all levels of the business to gain and promote a shared understanding of the organization’s goals and objectives and ensure that our IT delivery is aligned.
  • Excellent customer service and troubleshooting skills. Ability to identify and resolve problems independently.
  • Experience working in an ITIL environment.
  • Proven analytical, evaluative, and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Extensive experience working in a team-oriented, collaborative environment that is geographically dispersed. 
  • A creative, motivated, and dedicated attitude is required.

 

Experience Target:

 

  • Minimum of 3 years in an IT Support role
  • Experience in AWS WorkSpaces preferred:
    • Setup (Directory build, Networking, Bundle creation, Master image creation)
    • Maintenance (Patching, Antivirus, Account creation)
    • Trouble shooting (AWS desktop, Networking, Multi-factor authentication (MFA)

 

Education and Certifications:

 

  • Four-year degree or equivalent combination of education and experience.
  • AWS, Citrix, VMware Horizon, Microsoft, and/or ITIL Certifications preferred.

IT VDI Administrator

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