Primarily supporting day-to-day operations of the Citrix environment; may include proactive monitoring and management. In addition, this role should also perform intermediate level troubleshooting and utilize available monitoring or troubleshooting tools. Assist with resolving issues escalated by Level-1 support.
Responsibilities
- Perform intermediate issue analysis and resolution.
- Identify root cause of issues.
- Respond to server alerts and system outages.
- Create weekly report on number of issues, close rate, open issues, etc.
- Review vendor knowledge base articles.
- Respond to out-of-hours helpdesk calls.
- Respond to critical monitoring alerts.
- Generate internal knowledge base articles and issue resolution scripts and maintain Level-1 troubleshooting workflows.
- Perform basic server maintenance and operational procedures.
- Manage user profiles and data.
- Escalate ticket to Level-3 or appropriate technology owner if advanced skills or elevated permissions are required.
- Generate requests for additional issue resolution scripts and knowledge base articles as necessary.
- Able to read built-in event logs for Windows and Citrix to do basic troubleshooting following public information via Google/Bing.
Experience with Microsoft Windows Server including but not limited to:Configuring operating system optionsUnderstanding Remote Desktop Services policies and profilesUsing Active DirectoryCreating users/managing permissions and administrator rightsCreating and modifying Active Directory group policiesBasic administration skills, including:An understanding of protocols (TCP)An understanding of firewall conceptsAn understanding of email administration and account creationAn understanding of Remote Desktop Services policies and profilesThe ability to create shares and give access to shared folders/filesExperience performing the following:Managing, maintaining, monitoring and troubleshooting Citrix solutionsBacking up components in Citrix environmentsUpdating components in Citrix environments