(Citrix & Azure Virtual Desktop) Remote Application Engineer at Merkle (Dallas, TX)

| Dallas-Fort Worth, TX
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Company Description:

Dentsu is a modern marketing solutions company. Our mission is to help clients navigate, progress and thrive in a world of change. Businesses rely on our integrated network of agencies and specialized practices to champion meaningful progress through creative, media, commerce, data and technology. Part of Dentsu Group, our global network comprises 66,000 diverse people in 143 countries, who are dedicated to teaming for growth and good. Some of our award-winning agencies include 360i, Carat, dentsumcgarrybowen, DEG, dentsuX, iProspect and Merkle. Follow us on Twitter @DentsuUSA and visit dentsu.com/us.

We are champions for meaningful progress and we strive to be a force for good-for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Job Description:

  • "Applicants must be currently authorized to work in the U.S. on a full-time basis. No sponsorship is available for this position or work transfers."
Location to work
  • 100% Remote & Must live in the USA - East Coast or Central Time Zone, preferred.
Salary Range
  • $90k to $110k (no bonus offered)
Tech Stack Knowledge Required
  • NetScaler, Citrix, Office 365, PVS & MCS, StoreFront, VMware - Profile Management.
Role Overview

Working within the Global Client Infrastructure team, this role is for an individual working in a Citrix or similar support role. A good skillset is required across Remote Desktop and Application delivery platforms, primarily Citrix but Microsoft Remote Desktop Services and Windows Virtual Desktop, is desired. This role is for someone who is keen to expand their skillset outside of the Citrix product stack into the Microsoft WVD stack, with a great team's support.

This role is to support, maintain and develop the Remote Application delivery service and strategy globally across the organisation. We are looking to maintain a current Citrix SaaS solution for specific business requirements. Alongside this, we are developing our Windows Virtual Desktop infrastructure to fulfil the remaining global requirements. This platform will also be part of a migration project to migrate all centrally managed RDS solutions into the Windows Virtual Desktop.

This role will be part of a global team working US hours but offering support in EMEA, AMERCIAS and APAC regions. The individual will need to confidently administer services within Azure and have excellent troubleshooting skills for any issues raised on the supported platforms.

This role will manage day to day BAU across all areas of the Remote Application platforms. This will range from basic environment changes, new applications/desktops, troubleshooting user issues through to developing new environments and solutions for any requests.

The individual will also assist with any merger and acquisition integrations that take place and require migration of remote application/desktop services. This will involve liaising with project managers, market-level IT and potential acquisition staff to gather requirements and agree on an integration plan.

We are a global organisation, so on occasions, there may be a requirement to attend meetings out of hours, depending on the business need.

You will be from a Citrix / Remote Application or Desktop technical background and have experience working within an operational Team. You will need experience working in a large enterprise environment following ITIL standards and Service Management processes.

Key responsibilities:
  • Responsible for the successful delivery of Remote Application Delivery from the Client Infrastructure Team within a Service Management framework and in line with the agreed standards and Service Levels
  • Responsible for managing the resolution of major incidents and any escalated issues for Remote Application Delivery
  • Responsible for contributing to the delivery of technological change across Client Infrastructure
  • To be the technical authority for Remote Application Delivery
  • Responsible for the security, resilience, and monitoring of the dentsu Remote Application Delivery environment
  • Represent the Client Infrastructure team in Change Advisory Board meetings, Service Review meetings and the Architecture Review Board
  • Responsible for fostering a practice of collaboration and continuous improvement within the Client Infrastructure team
Key objectives:
  • To ensure the Remote Application Delivery environments are designed, implemented, and maintained to the correct architectural and technical best practice specifications
  • Be a key stakeholder in determining whether a new release, affecting service in production is ready for promotion
  • Contribute to the design and delivery of updates or solutions to the environment
  • Possess a detailed understanding of all dentsu Remote Application Delivery solutions and the associated infrastructure
  • To operate in line with the dentsu IT Operating Model and Values and to promote these within the Client Infrastructure Team
  • To contribute to the Client Infrastructure strategy and service/product roadmap
  • To maintain a product backlog and assist the Head of Client Infrastructure to prioritise new releases and requests to customers
  • To drive operational excellence across Client Infrastructure
Architectural and service delivery:
  • Adhere to a best practice Service Management and Architecture
  • Ensure that user experience and satisfaction is at the forefront of all activities
  • Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above the minimum requirements for the Client Infrastructure
  • Keep abreast of changing trends and market developments of current and future technologies
  • Identify new technologies that can provide benefit to dentsu
Teamwork, teaching & learning support:
  • To provide technical mentoring and support for individuals within the Client Infrastructure team


Education/qualification and training
  • Education to degree standard and/or equivalent qualifications/experience
  • Ideally Citrix certified or equivalent qualifications and experience
  • Support the Global Remote Application platform and contribute towards the strategy and roadmap
  • Act as an escalation point for all Incidents, Service Requests, Problems, and changes relating to the Remote Application platform.
  • Maintain availability of the Citrix/WVD environment ensuring that the highest level of stability and reliability are maintained
  • Publishing and managing applications and desktops
  • Citrix XenDesktop and XenApp Support experience is essential
  • Citrix Cloud Experience or knowledge is desirable
  • NetScaler and RDS Web experience
  • Microsoft RDS / RemoteApp knowledge or experience (for migration purposes)
  • Windows Virtual Desktop (WVD) Knowledge/working experience or desire to move /work with WVD and its related technology
  • Azure Experience is essential (WVD, virtual hosts, Resource groups, NSG management, Image Gallery, FS Logix etc)
  • Active Directory and Group Policy management experience concerning the role
  • Manage monitoring and reporting of Citrix/WVD environment
  • Excellent Client Infrastructure troubleshooting skills and knowledge of problem resolution methodologies
  • Demonstrated in-depth experience managing complex environments
  • Experience in planning, managing, and controlling projects
  • Experienced in IT service management, including change, incident, and problem management
  • Demonstration of the technical skills needed to handle innovation and change resulting from the implementation of new IT solutions
  • Working in an ITIL environment
  • Experience in working with ITIL based Service processes and functions
  • Experience and knowledge of implementing technical solutions in a complex, multi-stakeholder environment
  • Experience in working with enterprise-scale applications, infrastructure, and software
  • Proven ability to write technical documentation, including high/low designs and operational manuals
  • Proven ability to manage a set of complex operational services
  • Experience working in an Agile environment to deliver service improvement
Personal characteristics
  • Ability to identify and manage priorities
  • Excellent written and oral communication skills
  • Excellent relationship and interpersonal skills
  • Ability to articulate ideas to both technical and non-technical audience
  • An innovative and proactive approach to work
  • Ability to set and achieve goals for self and your team
  • Ability to communicate effectively with staff at all levels
  • Willingness to update professional knowledge and a commitment to continuous improvement
  • #LI-WO1

Additional Information:

Employees from diverse or underrepresented backgrounds encouraged to apply.
Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.
More Information on Merkle
Merkle operates in the AdTech industry. The company is located in Columbia, MD, Atlanta, GA, Denver, CO, Chicago, IL, Seattle, WA, Hagerstown, MD, Norristown, PA, New York, NY, Marlborough, MA, Boston, MA, Carlottesville, VA, Pittsburgh, PA, Southfield, MI, Little Rock, AR, Austin, TX, Salt Lake City , UT, San Francisco, CA and Bend, OR. Merkle was founded in 1971. It has 4000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 202 open jobs at Merkle, click here.
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