Job Description

DesignationSENIOR SPECIALISTNo. of Positions1Experience2.5-5 YearsSkill (Primary)Data Center-Network Data-Network DataQualificationB-Tech (Posting).Division/Department DWP M&M
Location List PRF #
Job Title Citrix TAC CVAD / DaaS SME
Reports to No of position:
Stream : Citrix Type of position: ListTitle ListLevel of Workplace Virtualization Admin ListGeneral Description
Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of medium to large size, scope, and/or complexity - via phone, email, and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and/or management.Responsibilities
" Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or complexity - via phone, email, and/or remote access."
Performs Basic problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.
" Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals."
" Publishes articles on moderately technical support issues in Citrix\'s online knowledgebase."
" Documents cases, recommendations, and resolutions clearly in the CRM system ."Requirements
" Ability to obtain advanced Citrix certification within 1 year of service."
" Ability to obtain basic major vendor third-party certifications."
" Proven ability to work on multiple issues and prioritize work accordingly to business processes."
" Can-do attitude with a strong will to lead by example."
" Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner."
" Strong communication and negotiation skills for leading critical discussions and expectation management"
" Strong logical/critical thinking and problem resolution skills."
" The individual must have at least 1-year of experience with products and technologies in an Enterprise environment. "
" Must have at least 1 year of experience in a technical customer support environment or field experience."
" Excellent communication skills both written and verbal.."
Technical Skills
" Basic to Moderate knowledge in design, implementation, troubleshooting of CVAD. "
" Knowledge on multiple versions of Citrix Products and strong experience of Citrix Provisioning Services, MCS, Storefront, Gateway, Application Layering, Citrix WEM, Endpoint Management Service , Linus VDA and Workspace App/ Receiver."
" Basic knowledge of Citrix ADC ( Application Delivery Controller) ."
" Good Understanding of Citrix DaaS "
" Knowledge of Citrix Analytics."
" Understanding on Citrix SDK , API and Powershell Scripting"Years of ExperienceTotal : 5+ Years of experience
Relavant : Minimum of 3 yrs in Citrix Administration / SupportCertification requirements" Citrix Virtual Apps and Desktops Administrator
Citrix Cloud"(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policie

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