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).
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