About the role
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).
Originally posted on Himalayas