Residency Engineer (CSG)

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).