TQuanta Technologies - Citrix Support Engineer - XenDesktop

Role : Support Engineer for Backend Services - Citrix As a Citrix Engineer, you will be part of the IT CTW backend support operations team. Technical Tasks : - Responsible for performing the correct troubleshooting of tickets for Citrix environment as mentioned below and resolving the tickets. - Installation / configuration/ managing XenDesktop farm (latest version 7.x) - Advanced - Should be managing Xen Server farm at multiple sites. - Creation of Citrix VM/Clone providing them via provisioning server - Backup/hot fix installation on XenServer - Installation/configuration XenDesktop (7.x Version) - Publishing applications via Citrix Studio - Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams. - Build/test Citrix/WTS software packages based on SAP release cycles - Publish, update and support Citrix/WTS software packages - Apply common updates on published apps (McAfee, Microsoft, Citrix patches) - Support and maintain test & production environment - Support and maintain all scripts / settings that are used in the environment - Build/deploy/decommission virtual servers (IMAC activities) - Maintain access to the gateway via Citrix NetScaler for authorized users - Provide access to the environment via predefined groups in SAP directory services - Perform evaluation and testing of any new Citrix client - Perform periodic and emergency systems maintenance including patching. - Coordinate with third-party suppliers and SAP internal departments on related support activities. - Support multi-cloud platforms. Process Expectations : - Follow agreed processes and procedures for ticket resolution. - Have a pro-active approach to identify, co-ordinate and resolve tickets - Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution - Follow/improve SLA resolution timings. - Adhere to incident, problem and change management processes. - Participate in team meetings as per the agreed governance model. - Engage SAP CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group - Participate and contribute in continual service initiatives/improvements. - Assist operation line manager in meeting program objectives. - Contribute to create and update the knowledge articles. - Update documents and share them with the operation line manager for review and approval. - Keep updated on new technologies and request training if needed. - Communicate with identified users appropriately via all approved media. - Adhere to shift timings and complete the assigned tasks - Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process - Act as a backup resource, as/when needed. Expert knowledge of : - Citrix XenServer. - Citrix XenDesktop widely deployed in the market and still current - PVS - StoreFront - NetScaler - Citrix Cloud - MS Windows platforms widely deployed in the market and still current Good Knowledge of : - SCCM - SCOM - PowerShell - Storage - Network Desired : - Basic knowledge of MS SQL - Certification in Citrix is an added advantage - Good knowledge of administration of NetScaler & StoreFront - Troubleshooting Citrix based problems with good understanding of fundamentals - Open to work in 24/7 support shifts, as per operational requirement. - Ability to plan and execute patch plan for SQL server - Experience with ITIL processes especially incident, change and problem management - Ability to think independently and have the ability to find solutions to complex issues from different sources - Coordinate with various teams for the daily operations, plan and execute scheduled activities. - Willingness to learn new skills and technologies. - Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary. - A keen eye for detail and a result driven approach Effective analysis : - Ability to listen, analyze and summarize. - Ability to work in stressful situations. Conflict management skills is a plus. - Customer and team-work oriented. - Outstanding communication skills. Excellent English written and oral communication skills Work Experience : - More than 5 years of Experience in IT with a minimum 2 years in Citrix administration - Experience in working in a large organization with globally distributed personnel, functions and operations. - Software Industry experience strongly preferred. Mandatory Skills : Citrix Admin (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 2/5/2025