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We are seeking a Residency Engineer to support a large-scale end-user migration project for our client. The ideal candidate will have strong end-user support experience, excellent troubleshooting skills, and hands-on experience with Citrix environments.
Key Responsibilities
- Guide and support users throughout the migration process. - Assist during the testing phase to validate systems and user readiness. - Provide pre-migration and post-migration troubleshooting and issue resolution. - Log, track, and manage incidents in ServiceNow (SNOW), ensuring proper follow-up through to resolution. - Escalate issues to appropriate support levels and ensure closure. - Request and manage desktop-admin level access when required for troubleshooting or configuration tasks. - Adhere to strict project timelines to ensure migration milestones are met. - Proactively identify and resolve issues, seeking clarification when needed. - Provide flexibility to extend support beyond the initial three-month period if required. - Support after-hours activities, including weekends or early/late shifts, to minimize user disruption. - Participate in migration bridge calls (including late-night or business hours as needed), raise risks/issues, and collaborate with global teams. - Produce daily status reports covering migration progress and user-facing issues. - Document resolution notes separately for tracking and knowledge sharing.
Requirements
- Experience in desktop / end-user support (EUC). - Citrix experience is mandatory (Citrix Workspace, Virtual Apps and Desktops). - Familiar with ServiceNow (SNOW) or similar ticketing tools. - Strong troubleshooting and problem-solving skills. - Experience supporting IT migrations or deployments is a plus. - Basic understanding of VDI / remote access environments. - Good communication skills and ability to work with users and global teams. - Willing to work flexible hours (including weekends or after-hours if required). Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/residency-engineer-csg-primestaff-management-service-pte-ltd
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