Technical Support - Citrix & Virtualisation

The role is for someone who has a high level of experience and with an aspiration to move into a technical Specialist role in the future. You will get great exposure to infrastructure technologies, help shape the future capabilities of infrastructure and will get excellent career prospects.

Key Responsibilities

• Supporting the Virtualisation and EUC engineering team in the advanced troubleshooting of customer’s environments
• Providing Technical guidance for Infrastructure team
• Managing incidents and problems appropriately within agreed service levels
• Perform Technical root cause analysis on reoccurring incidents
• Assist engagement with projects to ensure designs of technical solutions are in line with the requirements of the customer
• Ensure technical documentation is completed and updated to professional standards
• Identify technical problems and potential Service Improvements across customers Virtualisation and EUC environments
• Log calls with third party vendors (MS, VMware, Citrix) and manage when necessary
• Ensure correct configuration of all Virtualisation components and supported technologies, including, but not limited, to, VMware, Hyper V, Citrix all versions
• Contribute to delivering technical excellence across the Virtualisation and EUC team.
• Identify, Contribute, and work towards the technical and service goals defined by DCS management
• Required to participate in an on-call technical escalation process outside of UK Business

Key skills & experience:

The ideal candidate will be self-motivated with a track record of working with a datacentre technology stack and an appreciation of technical support operations. Experience of working in a fast paced, dynamic environment with a can-do attitude and able to handle work with multiple customers and projects. Candidate should have experience of working in a large multi-client solution provider with a rapidly expanding customer base.

• Proven hands on experience supporting technical environments
• An excellent understanding and practical knowledge within several of the following technologies:
  • Cloud Technologies and Environments
  • Microsoft server products (Windows 2012 to 2019)
  • VMware / Hyper-V
  • Advanced technical knowledge of Citrix technologies (XenApp, XenDesktop, Netscaler, App-V, AppSense, CAG, CSG, EdgeSight, Director, PVS/MCS, Thin Clients)
• Ability to troubleshoot complex, technical, multi-site and multi-disciplinary problems and incidents
• Ability to work under pressure and to tight deadlines
• Excellent and demonstrable communication skills, both written and oral with strong presentation skills
• Ability to use the Service Desk tool to manage incident/change/problem tickets
• Ability to manage conflict/challenges within a working environment