Sr. Managed Services Engineer - Citrix

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you'll enjoy :

Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

Continuous professional growth and leadership opportunities.

Health, wellness, and financial benefits to offer peace of mind to you and your family.

World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The Senior Managed Services Engineer is responsible for supporting a designated set of technologies at an advanced level. This role involves providing technical escalation support, delivering exceptional customer service, and analyzing, identifying, and planning improvements to the delivery of our services. The ideal candidate will mentor junior staff, document work for a global knowledge base, and provide expert-level technical support services, all while staying updated on industry trends and emerging technologies.

Role Description

• Serve as a technical escalation point, assisting with complex troubleshooting and vendor coordination.
• Provide excellent customer service, engaging with customers on updates, incident responses, and needs assessment.
• Monitor, diagnose, and optimize system performance, standardizing processes with SOPs.
• Stay updated on industry trends and emerging technologies to enhance personal and professional growth.
• Mentor and train lower-tier engineering and service desk employees.
• Document work and contribute to a global knowledge base, ensuring effective incident management.
• Design and validate technical solutions, supporting network and infrastructure development.
• Manage and configure diverse platform infrastructures, applications, and collaboration tools.
• Lead IT and service improvement projects, collaborating with internal and external stakeholders.

Behaviors and Competencies

Skill Level Requirements

Preferred Skills

StoreFront, Citrix Studio / Director, Citrix Workspace app, Workspace Environment Management (WEM), Citrix Gateway, Provisioning Services (PVS), Machine Creation Services (MCS), Citrix App Layering, Federated Authentication Service (FAS), HDX / EDT & Session Recording, Citrix Analytics, Citrix SD-WAN, NVIDIA vGPU / AMD MxGPU, FSLogix, Microsoft AVD / RDS, Office 365 / Teams optimization, Okta / Duo, Azure AD Conditional Access, Microsoft Defender for Endpoint / CrowdStrike.

Other Requirements

The estimated on-target earnings, or OTE, which includes a base salary and bonus, are $120,000 - $160,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M / F / Disability / Protected Veteran Status

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