TQuanta Technologies - Citrix Support Engineer - XenDesktop (5-10 yrs)

Role : Support Engineer for Backend Services - Citrix

As a Citrix Engineer, you will be part of the IT CTW backend support operations team.

Technical Tasks :

- Responsible for performing the correct troubleshooting of tickets for Citrix environment as mentioned below and resolving the tickets.

- Installation / configuration/ managing XenDesktop farm (latest version 7.x)

- Advanced - Should be managing Xen Server farm at multiple sites.

- Creation of Citrix VM/Clone providing them via provisioning server

- Backup/hot fix installation on XenServer

- Installation/configuration XenDesktop (7.x Version)

- Publishing applications via Citrix Studio

- Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.

- Build/test Citrix/WTS software packages based on SAP release cycles

- Publish, update and support Citrix/WTS software packages

- Apply common updates on published apps (McAfee, Microsoft, Citrix patches)

- Support and maintain test & production environment

- Support and maintain all scripts / settings that are used in the environment

- Build/deploy/decommission virtual servers (IMAC activities)

- Maintain access to the gateway via Citrix NetScaler for authorized users

- Provide access to the environment via predefined groups in SAP directory services

- Perform evaluation and testing of any new Citrix client

- Perform periodic and emergency systems maintenance including patching.

- Coordinate with third-party suppliers and SAP internal departments on related support activities.

- Support multi-cloud platforms.

Process Expectations :

- Follow agreed processes and procedures for ticket resolution.

- Have a pro-active approach to identify, co-ordinate and resolve tickets

- Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution

- Follow/improve SLA resolution timings.

- Adhere to incident, problem and change management processes.

- Participate in team meetings as per the agreed governance model.

- Engage SAP CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group

- Participate and contribute in continual service initiatives/improvements.

- Assist operation line manager in meeting program objectives.

- Contribute to create and update the knowledge articles.

- Update documents and share them with the operation line manager for review and approval.

- Keep updated on new technologies and request training if needed.

- Communicate with identified users appropriately via all approved media.

- Adhere to shift timings and complete the assigned tasks

- Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process

- Act as a backup resource, as/when needed.

Expert knowledge of :

- Citrix XenServer.

- Citrix XenDesktop widely deployed in the market and still current

- PVS

- StoreFront

- NetScaler

- Citrix Cloud

- MS Windows platforms widely deployed in the market and still current

Good Knowledge of :

- SCCM

- SCOM

- PowerShell

- Storage

- Network

Desired :

- Basic knowledge of MS SQL

- Certification in Citrix is an added advantage

- Good knowledge of administration of NetScaler & StoreFront

- Troubleshooting Citrix based problems with good understanding of fundamentals

- Open to work in 24/7 support shifts, as per operational requirement.

- Ability to plan and execute patch plan for SQL server

- Experience with ITIL processes especially incident, change and problem management

- Ability to think independently and have the ability to find solutions to complex issues from different sources

- Coordinate with various teams for the daily operations, plan and execute scheduled activities.

- Willingness to learn new skills and technologies.

- Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary.

- A keen eye for detail and a result driven approach

Effective analysis :

- Ability to listen, analyze and summarize.

- Ability to work in stressful situations. Conflict management skills is a plus.

- Customer and team-work oriented.

- Outstanding communication skills. Excellent English written and oral communication skills

Work Experience :

- More than 5 years of Experience in IT with a minimum 2 years in Citrix administration

- Experience in working in a large organization with globally distributed personnel, functions and operations.

- Software Industry experience strongly preferred.

Mandatory Skills : Citrix Admin