Sr. Managed Services Engineer

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 SummaryThe 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

• Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.

• Initiative: Can proactively seek out challenges, take ownership of complex initiatives, collaborate with others, and drive innovative ideas and results.

• Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.

• Customer Service: Can take ownership of complex customer service initiatives, empathize with customers, collaborate with team members, tailor solutions to their unique needs, and drive customer satisfaction results.

• Technical Troubleshooting: Can take ownership of complex technical problems, collaborate with others to manage solutions, and drive results in problem resolution.

• Time Management: Can manage time effectively, accurately estimate the time required for specific tasks, balance multiple tasks, and help others in improving their time management skills.

• Organization: Can oversee complex projects with multiple moving parts, ensure team alignment with organizational systems, and adapt to changing priorities.

• Willingness to Learn: Can apply new learning to daily work, encourage and facilitate learning in others, and actively make changes to work based on feedback.

• Self-Development: Can demonstrate a commitment to continuous learning and adaptability to new ideas and methods.

Skill Level Requirements

• Citrix ADC (NetScaler): design and operate HA pairs; L4–L7 load balancing, content switching, GSLB, Gateway/ICA proxy; TLS/cert lifecycle; nFactor/AAA; foundational WAF; deep troubleshooting (nstrace/pcap, AppFlow/HDX Insight).

• Citrix Virtual Apps & Desktops (CVAD): multi-site architecture; Delivery Controllers/StoreFront/Gateway design; Machine Catalogs/Delivery Groups; MCS/PVS image lifecycle; HDX policy tuning and resiliency.

• Application & Desktop Virtualization delivery: golden-image/App Layering strategy; app packaging (MSIX/App-V); profile management (Citrix UPM/FSLogix); eLuxOS; printing and Teams/AV optimizations; GPU/vGPU enablement.

• Endpoint security & management: Citrix Endpoint Management (XenMobile)/modern MDM-MAM (e.g., Intune); Ctrix deviceTRUST; device compliance/posture checks, managed browser/micro-VPN; EPP/EDR integration (e.g., Defender, CrowdStrike); OS hardening to CIS/benchmark baselines.

• Identity & access: Azure AD/Entra + AD DS; SAML/OIDC/RADIUS; FAS and cert-based auth; MFA (Okta/Duo/nFactor) and Conditional Access; SSO flows for Workspace/Gateway.

• Automation & IaC: PowerShell (Citrix/Broker/Provisioning/Director modules); ADC NITRO/REST; config-as-code with Git; pipeline-driven image builds; Ansible/Terraform for repeatable environments.

• Observability & performance engineering: Director/Monitor/Analytics, uberAgent; ControlUp/Lakeside; capacity modeling (concurrency/CPU/RAM/IOPS/EDT/MTU); login time breakdowns and remediation runbooks.

• Core platforms & networking: Windows Server; MacOS; Linux; AD/GPO/DNS/PKI; hypervisors (vSphere/Hyper-V/Nutanix AHV); Azure/Citrix Cloud; TCP/IP, routing/NAT, firewalls/SD-WAN, QoS; packet-level triage with Wireshark.

• Service reliability & governance (MSP-ready): change/incident/problem management; DR/BCP (multi-zone, hybrid); patching/LCM and upgrade planning; security reviews, documentation, stakeholder comms.

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

• Completed Bachelor's Degree or relevant work experience required

• 5+ years of experience in a similar role

• 5+ years of experience working with cloud platform core services such as Azure/AWS Compute, Storage, Network, and Security

• Ability to travel 10%

• Ability to work flexible hours and holidays

• Willingness to obtain the following certifications within first year of SHI employment: Citrix Certified Professional – Virtualization or Citrix Certified Professional - AppDS

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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