Senior Technical Support Specialist

We are looking for a seasoned Citrix professional with 12+ years of IT experience, including at least 8 years in Citrix administration, to own the stability, performance and evolution of an enterprise Citrix Virtual Apps and Desktops environment across on-premises and Citrix Cloud. The role calls for deep hands-on expertise in StoreFront, Director, License Server, WEM, NetScaler and ADM; MCS and PVS provisioning; FSLogix profile management; Cloud Connectors; third-party application publishing; and hypervisor platforms including XenServer, VMware vCenter/ESXi and Hyper-V, along with working knowledge of Azure Virtual Desktop.

As the L3 escalation point, you will resolve critical, high-priority and outage incidents, lead complex changes and migrations, and drive problem management, post-incident reviews and RCA to eliminate recurring issues. You will partner with vendors and other technology teams to isolate complex problems, uphold documentation quality, SLAs and operational metrics, and drive automation through scripting. You will also mentor the team through technical trainings and workshops, contribute to new customer onboarding discussions, and help design scalable, resilient infrastructure solutions while maintaining excellent customer satisfaction.

What You will do :

Minimum IT experience is 12 years

Minimum 8 Years Of Experience As Citrix Administration.

Admin, Operate and Manage Citrix products

Experience in latest Citrix Virtual Apps and Desktops

Excellent knowledge in Citrix Storefront, License Server, Director, WEM, NetScaler, ADM

Experience in managing Citrix Virtual Apps and Desktops via Citrix Cloud

Excellent knowledge in XenServer, VMware vCenter, ESXi and Hyper-V

Excellent knowledge of Citrix Cloud, Azure AVD

Experience in Citrix cloud, Citrix cloud connector

Install and configure FS Logix.

Experience in provisioning method using MCS technology.

Experience in publishing third party applications.

Excellent knowledge in PVS technology.

L3 troubleshooting skills in Citrix environment

Good in Scripting knowledge

Good knowledge of AD, DNS, DHCP, Windows, Storage, Networking.

Key Technical Skills & Responsibilities:

• Resolve Critical/High/Outages Incidents
• Involve in complex change and migration activities
• Handle Problem Management, Post Incident Reviews and RCA.
• Reducing recurring issues using proactive problem management.
• Identify and escalate issues in a timely manner to vendor according to process guidelines.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.

• Collaborate with other technology teams in diagnosing and isolating the cause of complex issues.

• Maintain quality on case documentation, SLA timeframes and operational metrics.
• Generate and Drive Automation within the team.
• Impart technical trainings to team members and wider group in organisation.
• Conduct workshops for new and emerging technologies to help in business growth.
• Involve in technical discussions for new customer onboarding
• Excellent written and verbal communication skills.
• Commitment to deliver high-quality product and solution support.
• Must achieve excellent customer satisfaction.
• Take ownership and work with high productivity and efficiency. Support other team members and seek their advice to make decisions on complex issues.
• Ability to design and implement scalable and resilient infrastructure solutions.
• Familiarity with automation tools and scripting languages to streamline processes.

What You Need To Bring :

BE/ B.Tech/ M.Tech/ MSc/ MCA qualification or equivalent

Certification for latest track on Citrix

Flexible to work in 24X7 support environment along with Oncall

ITIL 4 Certified