This individual contributor is primarily responsible for monitoring, managing and proving first-level support for enterprise systems, assisting in the implementation of hardware and software changes, and documenting and communicating relevant performance and procedural information.
Meets service SLA and to drive the delivery of appropriate, sustainable, and prompt solutions.\\r\\n* Provides first level support for Citrix system by troubleshooting and resolving incidents to minimize system issues. Monitors stability, availability, and performance of enterprise systems (e.g., systems, applications, network, databases, storage, security) by analyzing systems to identify issues and problems.
This job requires direct interface with end customers and all applicants must be professional with high communication skills and documentation skills as well as process oriented. Candidate will need to be able to assess and interpret customer needs and requirements. * Monitor & resolving incident tickets ensuring prompt and effective solutions and closure. Effectively triage incidents when necessary, in accordance with procedures. * Works with other technical support teams as appropriate for support & troubleshooting of issues pertaining to the Citrix enterprise environment.
* Continually work to standardize and document existing procedures * Participate In the development and implementation of policies and procedures to improve process and workflow for the technicians
Key Responsibilities
NA
Skill Requirements
- Proactively work to improve customer experience and departmental performance * Follow procedures and policies and applying data and resources to support projects or initiatives. Help create documentation, procedural and otherwise regarding Citrix responsibilities * Continue to improve Citrix operations via current ideas and methods * Participation in the development, planning and execution of large Citrix and other organizational projects * Completes work assignments by applying up-to-date Citrix knowledge in subject area to meet deadlines
Other Requirements
- Create, support, and manage application v-Disks in Citrix PVS * Perform Citrix administration in Citrix Virtual Apps and Desktops / DaaS * Understand Citrix group policy and how it applies Escalates identified issues , risks or problems to lead administrators according to processes. * Ensure appropriate monitoring tools are in place and properly utilized to ensure the integrity and stability of the Enterprise Citrix environment.