Specialist Systems Engineer - Citrix Administrator
Missions

• Responsible for handling Incident and Request Management.
• Participate in Change and Problem Management
• Monitor the infra proactively and fix it even before user's report it.
• Provide support for L1 engineers for incident investigation, diagnosis and resolution.
• Ensure resolution of most of the incidents and service requests.
• Provide input to Level 3/4 for problem management and resolution of major or elevated incidents.
• Provide required inputs to stakeholders involved in case of critical incidents like outages.
• Raise change requests where required.
• Implement Standard and minor changes.
• Ensure ITIL compliance for all incidents and service calls
• Ensure KPI compliance for all incidents and service calls
• Adhere to documented notification and escalation process
• Communicate to the customer while responding to a case and after resolution of the case.
• Participate in regular reviews with the team leads
• Update daily reports and checklists as defined.
• Create and update documentation
• Daily health checks on the Citrix environment to ensure service availability
• Administration of XenApp 7.15 and above
• Support Virtual Desktop Infrastructure hosted on XenDesktop
• Maintain Citrix XenApp, VDIs and other core Citrix Components
• Administration of Ivanti User Workspace Manager.
• Application installation, publication in CITRIX environnent
• Act on alerts received through SCOM, Zabbix Qlik, Citrix Director or other monitoring tools.
• Basic Troubleshooting of Windows Server 2012 and 2016
• Strong multi-tasking and organizational skills; Ability to prioritize simultaneous high visibility customer and internal escalations
• Engineer should have minimum knowledge in scripting and should be able to automate reoccurring manual tasks