Job Description
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, Veeam Backup 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 (2012/2016/2019/2026), 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 2012/2016/2019/2026
• 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
