Tier 3 Client Support Engineer

SUMMARY

The Tier 3 Client Support Engineer (Systems Engineer – Hosted Services) is a senior role responsible for maintaining and supporting multi-tenant Citrix, Exchange, VMware, and datacenter environments. You will handle escalated issues, ensure platform stability through proactive monitoring, and manage critical hosted infrastructure across Windows Server, networking, and virtualization technologies.

The position requires strong technical expertise, clear communication, and the ability to identify and resolve complex problems quickly. You will work closely with Helpdesk teams and vendors, provide periodic after-hours escalation support, and deliver regular updates on tickets and projects. Success is measured by your ability to resolve escalations efficiently, maintain high uptime, and contribute to a reliable and collaborative operational environment.

JOB RESPONSIBILITIES

• Respond to escalated issues from CSE and Remote Support teams in a timely fashion.
• Take ownership of pending issues and follow them through to resolution.
• Manage the multi-tenant hosted Citrix platform in a team-based environment.
• Respond to and act on alerts from the centralized management system to maintain platform health.
• Manage the VMware virtualized environment in a team-based environment.
• Manage the multi-tenant hosted Exchange platform in a team-based environment.
• Manage and maintain physical datacenter resources.
• Work with vendors and other service providers to resolve client escalated issues.
• Provide off-hours support on a rotating schedule every two to three months as an escalation point for the Helpdesk team.
• Maintain a high level of interaction with the Helpdesk team to foster a positive and effective working relationship.
• Provide weekly status updates on outstanding tickets and current projects.

QUALIFICATIONS

• Minimum of five years of experience in a systems administration role.
• BS/BA in MIS, Computer Science, or a similar field preferred.
• Microsoft Certified (MCSE) and VMware Certified (VCP, VCA) credentials are a plus.
• Advanced knowledge of Microsoft Windows Server 2012/R2/2016, Active Directory, Exchange 2013/2016, and Office 365.
• Hands-on experience working with Cisco Call Manager (Cisco UCSC).
• Strong understanding of networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.
• Solid working knowledge of Citrix XenApp 7.
• Knowledge of mobile device management software (Intune).
• Knowledge of antivirus and anti-spam software (Proofpoint, Mimecast).
• Familiarity with Storage Area Networks (Nimble and Pure Storage) and virtualization (vCenter).
• Familiarity with public cloud hosting platforms (Azure and AWS).
• Scripting knowledge in VB, Batch, WSH, or PowerShell.
• Linux experience is an advantage.
• Highly logical thinker with strong root-cause analysis skills.
• Able to work independently with limited supervision and within project-oriented team environments.
• Able to work in a multicultural environment and act as an ambassador of goodwill.
• Must have availability to work nights and some weekends when needed.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.