Residency Engineer

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). Originally posted on [Himalayas](https://himalayas.app)