• Ensuring a stable, secure and high-performance Digital Workplace operation through 2nd-level support for modern enterprise workspace environments • Analyzing, troubleshooting and permanently resolving complex incidents in Citrix Virtual Apps & Desktops and Azure Virtual Desktop (AVD) • Operating, administering and continuously improving Virtual Desktop Infrastructure (VDI) and remote access solutions in hybrid cloud and on-premises scenarios • Administering and supporting Microsoft Remote Desktop Services (RDS), including integration into Citrix and AVD environments • Managing, configuring and troubleshooting thin clients in VDI and AVD environments to ensure a reliable user experience • Proactive service optimization, standardization and automation within managed services, and collaboration with 3rd-level support, engineering and project teams, including technical documentation and operational concepts

• Act as a senior escalation engineer responsible for resolving the most complex service issues across client environments, regardless of technology domain • Own issues through to resolution, reducing ticket reassignment, repeated escalations, and dependency on multiple teams • Provide deep technical support across core MSP platforms and infrastructure, including servers, cloud services, identity, endpoints, and networking • Serve as the primary escalation point for advanced networking and firewall issues when they arise, ensuring rapid and accurate resolution • Diagnose and resolve advanced issues across common MSP platforms, including Microsoft 365, Azure, and identity services, Active Directory, Exchange, and core server infrastructure, Virtualization platforms and hybrid environments, Networking and firewalls as a primary technical strength • Own troubleshooting end-to-end, from root cause analysis through resolution, without unnecessary dependency on other teams • Act as the lead escalation engineer for advanced networking issues when required, including Firewalls (Fortinet, SonicWall, Meraki, etc.), VLANs, routing, switching, VPNs, NAT, and site-to-site connectivity • Design, configure, and troubleshoot infrastructure that spans on-prem, cloud, and hybrid environments, ensuring stability, security, and scalability • Resolve complex tickets directly rather than deferring or reassigning, improving customer experience and resolution time • Produce clear documentation and resolution notes that raise the troubleshooting capability of L1/L2 engineers • Partner with service leadership to improve standards, workflows, and service velocity as GXA scales

• Independently manage, maintain, and evolve our custom semantic scientific search platform • Performing high-level refactoring, troubleshooting, and architectural upgrades as necessary • Provide comprehensive administrative, operational, and development support for legacy biomedical informatics systems

• Implement, maintain, and improve core IT infrastructure systems, including identity platforms, endpoint management tools, networking components, and enterprise SaaS platforms. • Administer and support systems such as Okta, Meraki, Palo Alto, JAMF Pro, Active Directory, Google Workspace, Office 365, and Tines. • Evaluate infrastructure workflows and propose enhancements that improve reliability, performance, and efficiency. • Participate in incident response, resolve complex technical issues, and perform root cause analysis to prevent recurrence. • Contribute to AI-driven and automation initiatives to reduce manual effort, streamline operations, and improve service delivery. • Participate in rotational escalation support for infrastructure services, ensuring timely resolution of high-impact issues and adherence to operational standards. • Execute infrastructure projects from planning through deployment, collaborating closely with partners to ensure high-quality outcomes. • Implement configuration updates, integrations, and system improvements in alignment with established standards, best practices, and security guidelines. • Maintain accurate technical documentation, including system configurations, operating procedures, and runbooks, and assist in developing configuration standards and operating procedures in alignment with established best practices.