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This role is in the Virtual Workspace Service (VWS) team, based in Rijswijk (NL).
VWS provides a remote High-end Technical Workstation service to our technical users that is accessed through a high-end thin client protocol (HP RGS). It is a mixed environment of Linux and Windows based clients. The user access to the different desktops is managed using a session broker (Leostream). This setup delivers various optimizations in the high-end workstation area. The VWS team is split in 3 teams (Operations, Engineering and Deployment) and currently consists of 16 people divided over 3 locations (Rijswijk, Houston and Bangalore).
Purpose of the role
The primary role of the Virtual Workspace Service (VWS) engineer is to:
As part of Engineering team develop and improve current and future VWS environment(s) on daily bases:

• Expanding the service by developing new environments based on new technologies
  • Dev/Ops based work (scrum)
• Improving/supporting current operational environment
• Technologies used (among others):
  • HP Blades
  • Linux (RedHat)
  • Windows 7/10
  • KVM (Red Hat Virtualization)
  • 3PAR
  • Ansible
  • Zabbix
  • Leostream
  • HP RGS
• Work on cloud related projects (AWS/Azure) focusing on visualization

Assist the Operations team with operating VWS specific services on a day-to-day basis:

• Act as interface between end-users and various Infrastructure support groups and application support groups (internally and externally)
• Provide support where required, with focus on day to day incident management, change management, performance management, interruptions, recovery and administration on a 3rd line support level
• Global end-to-end monitoring and pro-active problem management across all technical areas such as the interaction of thin-clients with technical applications.
• Work very closely with the customers to provide guidance in the effective use of our systems, products and services. This also includes training of onsite support staff worldwide in the 1st and 2nd line support tiers.

Accountabilities

• Maintain agreed operational service levels and customer satisfaction
• Maintain supplier and support interfaces on a day-to-day basis
• Ensure delivery against compliance and standard IT processes (ie ITIL)
• Ensure actions are in place to remediate service deficiencies
• Deliver pro-active service improvements and efficiencies
• Contribute to the delivery of agreed release management and deployment activities (infrastructure and applications) at a global level

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