Senior Support Engineer (Citrix) (CPT)

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

A dynamic Internet Service & Network Specialist seeks a highly experienced Senior Support Engineer (Citrix) to provide a high level of support for user and infrastructure environments ensuring careful and optimal call management and efficiencies. You will support Citrix Virtual Apps and Desktops, provide proactive Citrix support via Goliath monitoring while managing call escalations to 2nd Level & Specialist Support. You must have Grade 12/Matric with CCA-V or similar and a minimum of 5+ years’ experience supporting Citrix in a senior position. You will also need proficiency with Hyper-V, VMware or Nutanix AHV. You will also need the ability to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact. It is also imperative that you be a team player able to work in and with a virtual team and you must be available to provide after-hours Standby Support.

DUTIES:

• Support Citrix Virtual Apps and Desktops.
• Support Citrix Application Delivery Controllers.
• Support Citrix DaaS.
• Proactive Citrix support via Goliath monitoring.
• Proactive analysis and reporting on Citrix system health.
• Patch Management of Citrix systems.
• Assist with escalations from 1st and 2nd Line Support.
• Manage call escalations to 2nd Level and Specialist Support within the business as well as customer vendors.
• Liaise between users, IT Outsource providers and internal IT processes.
• Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate.
• Identify and escalate persistent incidents.
• Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
• Confirm call resolution with end user before resolving of the call on ITSM.
• Maintain service and quality levels according to the company’ business standards, processes and procedures.
• Create and update documentation related to all Standard Operating Procedures.

REQUIREMENTS:

• Grade12/Matric Certificate.
• CCA-V or similar.
• At least 5 + years’ supporting Citrix in a senior position.
• Experience supporting either Hyper-V, VMware or Nutanix AHV.
• Good understanding of Citrix and Microsoft server infrastructure.
• Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
• Is a team player with the ability to work in and with a virtual team.
• Must be available to provide after-hours Standby Support.
• Strong attention to detail.