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Senior IT VDI Administrator

Req ID#:  137289

US

Senior IT VDI Administrator

Information Technology

Sitel is looking for Senior IT Virtual Desktop Infrastructure (VDI) Administrator who can work remotely within the United States.  This individual must have experience in AWS WorkSpaces.

The Senior IT VDI Administrator will have a strong background across multiple areas of IT. Prior experience working with multiple VDI implementations is required. Deploy technology roadmaps provided by the VDI Architect. Provide technical advice and assist in developing solutions to address customer requirements. Conduct engineering sessions and help develop and refine activity sequences for project management.  Work with infrastructure engineering team to meet requirements and deadlines. Provide Tier III end-user rollout and troubleshooting support.

 

 

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:

 

  • Manages the capacity of all VDI components and makes recommendations on future needs. Exercises extensive flexibility in determining objectives and approaches to the most critical assignments. Often acts independently to uncover and resolve issues associated with the development and implementation of technical programs.
  • Ability to configure and implement critical VDI solutions, including: AWS WorkSpace and AppStream 2.0, VMware Horizon, and Citrix. 
  • Create documentation as it relates to the standardized topology, equipment, and configuration. Mentor staff to maintain the Standard Operating Procedures (SOPs), “As Is” documentation, Installation Instructions and any other required transition documentation as required.
  • Provide troubleshooting and problem solving for application issues.
  • Ensure asset management, including maintenance of VDI component inventory and related documentation. Additionally, maintain plans for periodic and continual refresh and system updates.
  • Provide Tier III end-user rollout and troubleshooting support.

 

 

Experience/Skills/Abilities: 

 

  • Experience working in a VDI or desktop support environment.
  • Ability to engage 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.
  • Experience with Microsoft Active Directory environment including DNS, DHCP, OU and GPOs.
  • Knowledge of Microsoft products including, but not limited to: Desktop Operating Systems and Office applications.
  • Knowledge of Desktop virtualization technology (AWS/VMware/Citrix). Including Amazon builds to included subnet, directory, master image and bundle creation. VMware master updates/patches. Citrix published applications
  • Sound knowledge of networking including network troubleshooting tools. (Ping, telnet, traceroute, Wireshark)
  • Excellent customer service and troubleshooting skills.
  • Requires the highest level of critical thinking, creativity, and innovation in deploying new concepts and solutions to address strategic issues facing Sitel.
  • 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. 

 

Experience Target:

 

  • Minimum of 6 years in an IT Support role
  • 3+ years’ experience in AWS WorkSpaces:
    • 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.

 

Senior IT VDI Administrator

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