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Job Summary: We are seeking a skilled and proactive L2+ Infrastructure Support Engineer to provide advanced support across a broad range of technologies in a hosted service provider environment. The ideal candidate will have hands-on experience supporting Citrix and RDS infrastructures, VMware, Azure cloud environments, and core Windows Server technologies. You will play a critical role in managing tickets through Halo PSA, remote systems using NinjaRMM, and ensuring system availability, performance, and security for hosting clients. Key Responsibilities: Provide L2+ level support for Windows Servers (2012/2016/2019/2022), RDS, and Citrix environments. Administer Microsoft Azure and Office 365, including Exchange Online and hybrid deployments. Manage and troubleshoot Citrix Virtual Apps & Desktops, Citrix Director, and StoreFront. Perform VM management and troubleshooting using VMware vSphere and ESXi. Handle backup operations and restore processes using Veeam Backup & Replication. Administer Active Directory, Group Policy Objects (GPO), DHCP, DNS, file servers, and NTFS permissions. Support HaloPSA ticketing system and remote monitoring via Ninja RMM. Troubleshoot SQL Server availability, performance, and connectivity issues. Manage Endpoint Protection tools like SentinelOne and Bitdefender. Maintain and support Hosting Controller panel, anti-spam tools (e.g., SpamExperts), and DUO MFA administration. Assist with patching, In-Place Upgrades, and regular maintenance of server environments. Provide support for network printers, shared printers, and print servers. Ensure snapshots, backup jobs, and restore points are functional and recoverable. Respond to escalated technical issues from L1 engineers and work collaboratively with other teams. Maintain thorough documentation of systems, incidents, and standard operating procedures. Required Technical Skills: Citrix (XenApp/XenDesktop), Citrix Cloud, Director, Storefront RDS (Remote Desktop Services) - session management, licensing, gateway Microsoft Windows Server 2012/2016/2019/2022 Microsoft Azure administration and infrastructure setup Office 365 / Microsoft 365 – administration, migration, hybrid Exchange Server (On-prem and Online) VMware ESXi, vSphere, VM snapshots, vMotion Veeam Backup and Replication Active Directory, DNS, DHCP, GPOs Halo PSA (or similar ticketing system) Ninja RMM or any other remote monitoring & management tool SQL Server basic administration and troubleshooting Hosting Controller panel support SpamExperts or similar spam filter systems DUO Admin Panel, MFA configuration Bitdefender & SentinelOne Endpoint Management Print Server and Network Printer Configuration In-place Upgrades of Windows OS and Server Roles Preferred Qualifications: 3–5 years of hands-on experience in L2+ support in a hosting or MSP environment Relevant certifications preferred: Microsoft Certified: Azure Administrator Associate (AZ-104) Citrix Certified Associate (CCA-V) VMware VCP MCSA/MCSE Strong documentation and communication skills ITIL v4 Foundation knowledge is a plus Soft Skills & Attributes: Excellent troubleshooting and analytical skills Ability to handle high-pressure environments and prioritize issues effectively Team player with collaborative attitude Strong customer orientation and problem-solving mindset Willingness to work flexible hours or shifts as per client SLAs Show more Show less
