MS - IT Infra Cloud - Associate Analyst - Digital Workplace Administrators - Virtualization - Operate

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firms code of conduct and independence requirements.
  
  

Role: Digital Workplace Administrators - Virtualization

Level: Associate

Experience: 4-6 years

Description

We are looking for a skilled and proactive EUC Workplace Services Associate with extensive experience in managing Citrix and Azure Virtual Desktop (AVD) environments for diverse customers. The ideal candidate will have a robust background in virtualization technologies, excellent problem-solving skills, and the ability to deliver high-quality support and service improvement initiatives.

Responsibilities

• Manage and support Citrix and Azure Virtual Desktop (AVD) environments, including installation, configuration, and maintenance.
• Handle Citrix licenses and Azure Active Directory management for AVD systems.
• Manage Azure WVD clusters and high availability systems ensuring optimal performance and reliability.
• Work with virtualization tools such as Citrix, Microsoft WVD technologies, VMware Horizon, including tasks like configuring host pools, images, FXLogix profiles, golden image updates, and resource manager license management.
• Analyze system performance indicators and recommend improvement actions to optimize production configurations.
• Troubleshoot, resolve incidents, and provide Level 3 support and on-call escalation handling.
• Independently resolve tickets ensuring adherence to SLAs and maintain quality standards, regulatory requirements, and company policies.
• Update and manage knowledge bases, train freshers, coach analysts, and participate in hiring drives or interviews.
• Collaborate to create proposals and drive service improvement plans aligned with business needs.
• Ensure positive customer experience and maintain high CSAT through first-call resolution and minimizing reopened cases.
• Stay updated on industry trends and maintain a current understanding of virtualization and cloud methodologies.
  
  

Qualifications

• Bachelor’s degree in Computer Science or related technology field preferred.
• 4-6 years of experience in Citrix and Azure Virtual Desktop (or other similar virtualization tools) environment management.
• Strong working knowledge of ITIL principles and IT Service Management (ITSM).
• Experience with VMware environments is a plus.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills, with attention to detail.
• Ability to work collaboratively within a team and independently.
  
  

Additional Information

• Strong written and Oral communication skills.
• Should be open to work in night shifts (24/7)
• Should be operating from office (5 days a week).

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