IT Engineer

Several Citrix technologies are used in the virtualization infrastructure to the users viz:

- XenDesktop
- Provisioning Services
- XenServer / VMWare
- ADC (aka NetScaler)
- StoreFront
- Citrix Cloud

**Citrix Environment has -**
- Over 1,500 virtual Servers (Citrix XenDesktop and Infrastructure)
- Over 450 Citrix Hypervisor
- Round about 7,000 Virtual Desktops (VDI)

3rd level support of virtual workplace environments (e.g. Terminal Server, VDI) based on e.g. Citrix, MS Azure, VMware, Google Cloud Platform.

In this role you will work closely with Architects, Subject Matter Experts, external workforce and internal customers to ensure rock-solid and smooth operation of virtual workplace offerings

**Technical Tasks**
- Handling of 3rd level support (incidents and service requests)
- Ticket handling with e.g. Microsoft, Citrix
- Debugging
- Setup and maintenance of e.g. Citrix infrastructure
- Architectural changes on Citrix XenApp / XenDesktop landscape
- Packaging and deployment of software using MS SCCM / Chef
- Continuous service and stability improvements
- Automation of tasks using e.g. Powershell
- Rotating on-call during the week and over the weekend / public holidays
- 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.
- 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.

**EDUCATION AND QUALIFICATIONS REQUIRED**
- Bachelor's Degree in Computer Science / Information Technology / Engineering
- Certification (e.g. Citrix, Microsoft Server, Microsoft Azure, VMware)
- Solid work experience in building and operating Citrix XenApp/XenDesktop
- Strong IT infrastructure knowledge (e.g. server hardware, network, patching, authentication, policies,

Windows and Linux operating system)
- Advanced PowerShell scripting
- Strong innovative, critical thinker, quick learner, passionate, self-managed
- Profound ability to work in a virtual team with consistent success
- Desired basic knowledge of MS SQL, SCOM and SCCM
- Good knowledge of administration of NetScaler & StoreFront
- Troubleshooting Citrix based problems with good understanding of fundamentals
- Experience with ITIL processes especially incident, change and problem management
- Ability to think independently and can 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.
- 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