Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Citrix Virtual Apps and Desktop Administration
Good to have skills : NA
Minimum
5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As a Senior Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating documentation to enhance troubleshooting processes. Collaboration with external vendors and internal service management teams is a key part of the daily routine, ensuring timely analysis and resolution of issues that impact business continuity. This position requires a proactive approach to maintaining system reliability and supporting operational excellence across multiple teams and platforms.
Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with vendors and service management teams to facilitate issue resolution and improve service delivery.
- Lead efforts to document and update knowledge base articles to support efficient troubleshooting and knowledge sharing.
- Monitor system performance and operational stability, identifying potential risks and implementing preventive measures.
Professional & Technical Skills:
Design and manage Machine Catalogs and Delivery Groups.
Publish and manage applications and virtual desktops.
Troubleshoot complex application launch, VDA registration, authentication, logon and session issues.
Administer and optimize Citrix Policies and UPM/Profile Management.
Manage MCS and PVS image deployment and maintenance.
Perform Citrix upgrades, migrations, patching and vulnerability remediation.
Troubleshoot Citrix performance, capacity and availability issues.
Support Citrix HA and DR solutions.
Develop PowerShell scripts for administration and automation.
Perform RCA and implement permanent solutions for recurring problems.
Participate in Citrix modernization and cloud migration initiatives.
Administer and troubleshoot Citrix ADC/NetScaler in enterprise production environments.
Manage Citrix Gateway for secure remote access to Citrix applications and desktops.
Manage SSL certificates, SSL profiles and certificate chains.
Troubleshoot TLS/SSL, authentication and connectivity issues.
Troubleshoot Gateway login and Citrix application-launch failures.
Perform NetScaler HA configuration and troubleshooting.
Support ADC upgrades, configuration changes and migrations.
Analyze NetScaler logs and perform packet/network-level troubleshooting where required
Additional Information:
- The candidate should have minimum 7+ years of experience in Citrix Virtual Apps and Desktop Administration.
- A 15 years full time education is required.
