Job specific responsibilities:
- Perform intermediate issue analysis and resolution.
- Identify root cause of issues.
- Respond to server alerts and system outages.
- Create weekly reports 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.
- 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.
- Follow-up the Low-level design and Solution documentation for internal and external projects.
- Participate in service failover testing.
- Supervise and document system configurations.
- Act as the 2nd layer of support for internal / external user’s problems.
Minimum of a bachelor’s degree in information technology, computer science or related field.A minimum of 3 years of experience in a similar field.Good knowledge with Citrix Environment:Implementation, configuration, troubleshooting and support Ability to contact with Citrix SupportExperience 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 environmentsCreating reports for trend analysis