VDI System Service Engineer

Why SoftwareOne?

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

The role

Ready to take ownership of enterprise Citrix/VDI environments and make a real impact for customers?

Looking for a role where you can combine technical expertise, problem-solving, and continuous improvement every day?

Practical Information

Location: Sofia, Bulgaria | Work arrangement: Remote | Contract type: Full-time | Visa status: Valid working visa for country of employment | Language requirements: Fluent/professional English and Bulgarian, written and verbal

As our new VDI System Service Engineer, you will ensure the stability, security, and performance of enterprise Citrix/VDI environments by managing incidents, service requests, changes, and problem resolution. You will troubleshoot complex technical issues, implement service improvements, and maintain accurate documentation while delivering high-quality managed services. Working closely with customers and internal teams, you will help optimize the end-user experience and meet agreed service levels.

Key Responsibilities

Manage and resolve incidents to ensure a stable and reliable Citrix/VDI environment

Process service requests and implement approved changes in line with SLA commitments

Investigate and resolve recurring issues through problem management and root cause analysis

Perform platform maintenance, health checks, and housekeeping activities

Create and maintain accurate technical and operational documentation

Collaborate with customers and internal teams to deliver continuous service improvements

What we need to see from you

Proven experience designing, implementing, securing, and managing enterprise Citrix/VDI environments

Strong troubleshooting skills with the ability to analyze, diagnose, and resolve complex issues in production environments.

Experience with workflows, blueprints, and automation, combined with a solid foundation in Linux and related technologies

Ability to deliver high-quality managed services while meeting customer expectations and SLA requirements

Strong communication and collaboration skills, with the ability to explain technical concepts clearly to both customers and colleagues

Excellent documentation skills, including creating and maintaining clear technical documentation and system records

A structured, proactive, and customer-focused approach to work; relevant Citrix, VMware, Windows, or Linux certifications are an advantage

Citrix Knowledge:

Strong experience with Citrix Virtual Apps and Desktops, including the deployment, configuration, and management of virtual desktops and applications

Hands-on experience with Citrix StoreFront, Citrix Gateway, PVS, and MCS for secure access and virtual machine provisioning

Proven ability to troubleshoot, optimize, and tune Citrix environments to ensure performance, stability, and a seamless user experience

Expertise in Citrix Profile Management and policy configuration

Basic understanding of Linux administration and troubleshooting

What we offer:   

Our company benefits vary based on your location, but always include:    

Global company culture: We defined our 6 core values through our company culture (https://www.softwareone.com/en/our-story/our-values)   

A mentor who supports your successful start and is at your side with advice and action   

President’s Club: Recognition awarded by leadership and your peers   

Lifelong education: A variety of training and development opportunities   

Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future 

Job Function

Services

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com.

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.