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Job Description:

We are looking for a Virtual Workstation Support Specialist who is responsible for managing and maintaining the security, functionality and software compliance of end-users virtual workstations and its server infrastructure. Providing technical support and guidance to other infrastructure support teams and undertaking all day to day operation activities. This role involves managing all aspects of Citrix, Nutanix/Dizzion VDI and Cameyo virtual infrastructures ensuring optimal performance and availability to users and clients.

Your role in our mission:

• Technical Assistance : - Provide prompt and courteous support to other technical teams and end-users where required, addressing hardware, software, security related issues. Should be able to monitor Ticket queues & provide resolutions within stipulated SLA.

• Troubleshooting: Track and resolve complex functionality and compatibility issues with little guidance and/or documentation and escalate issues and/or requests with our technology partners as necessary.

• Workstation Setup and Configuration: - Create/manage/maintain imaging and application build processes to meet the organizational standards.

• Software Management: - Setup and configure across all operating systems the automatic Install, update, uninstall of all required software. Troubleshoot software applications issues, ensuring compatibility and adherence to licensing agreements.

• Software Packaging/Applications: Build software packages and applications based on the specific requestors requirements.

• Citrix: Manage the Citrix - StoreFront and Citrix Gateway infrastructure, licensing, policies and ensure load balancing and failover configurations are in place and functioning.

• Vulnerability Management: Manage workstation and server security vulnerabilities, in line with company security SLA’s. Manage vulnerability metrics, ID & triage/resolution initiation, patching, hardening (STIGS, PUB 1075, NIST)..

• Dizzion: - Manage the image and publication of updated VDI sandbox images.

• Patch Management: Manage all aspects of virtual workstation and server infrastructure patching and compliance requirements. Manage server patching maintenance windows and configurations settings.

• Applications: - Manage any application layering requirements.

• Automation: - Investigate/adopt the use of automation to eliminate repetitive tasks/processes.

• Infrastructure Management: - Manage and maintain the Citrix, Dizzion and Cameyo infrastructure and applications, ensuring they are kept up to date and used throughout the organization to drive improvements and growth.

• Reporting: - Provide reporting data for any audits/security requirements.

• Team: - Acts as a resource/guide/coordinator for colleagues and drives initiatives and change.

• Documation: Create new and maintain existing process and technical documentation.

• New Technologies: Evaluate newly introduced and emerging endpoint technologies for their potential introduction into Iron Mountain's technology footprint.

• Workstation Compliance: - Ensure all endpoints built to a documented standard and hardened to satisfy requirements (CIS)

• M&A Onboarding:- Work with other teams and newly onboarded business to ensure smooth transition into IRM and apply policies in a controlled manner to these machines

• Printing: Manage and maintain any virtual print requirements.

• Vendor Management:- Own support tickets with 3rd part suppliers to work through issues.

Valued skills and experience:

• Bachelor’s degree, or equivalent experience. Non-traditional and neurodiverse learners and thinkers are welcome.

• 2+ years of relevant experience as a Citrix administrator

• Team coordinating skills.

• Excellent written & oral communication in English & local languages, with professional articulation skills required for interacting with customers.

• In depth knowledge of Citrix, Nutanix/Dizzion VDI and Cameyo.

• Experience with Citrix policies and security configurations

• Strong understanding of Citrix XenApp and XenDesktop technologies

• Knowledge of vulnerability management, and maintaining security compliance.

• Experience using ITSM tools such as Service now.

• Experience with Microsoft AD & Group Policy.

• Good understanding of G suite products.

• Highly experienced troubleshooting skills.

• Understanding of PowerShell / PowerCLI Scripting.

• Experience in supporting Win10, 11, and a good understanding of Server operating systems.

• Experience in building and maintaining effective working relationships and working effectively in a global team environment with shared responsibilities.

• Innovative thinker and creative problem-solver.

• Should be flexible to travel to Iron Mountain Warehouses/Offices

• Very organized and detail-oriented with a track record of strong time management and prioritization skills.

Category: Information Technology

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0076148