Technology Support Engineer

Technology Support Engineer

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Citrix Virtual Apps and Desktop Administration
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating documentation to enhance troubleshooting processes. Collaboration with external vendors and internal service management teams is a key part of the daily routine, ensuring timely analysis and resolution of technical issues to support business continuity and operational efficiency.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Assist in monitoring system performance and proactively identify potential issues to prevent downtime.
- Support junior team members by sharing knowledge and providing guidance on technical challenges.


Professional & Technical Skills:
Provide L2/L3 administration and technical support for Citrix Virtual Apps and Desktops (CVAD/XenApp/XenDesktop) environments.
Administer and troubleshoot Citrix Delivery Controllers, VDAs, StoreFront, Citrix Studio and Director.
Configure and troubleshoot Citrix Policies, UPM/Profile Management, printing and session-related issues.
Support MCS/PVS image management, VDA deployment and maintenance.
Perform Citrix patching, upgrades, configuration changes and vulnerability remediation.
Provide L2 support for Citrix ADC/NetScaler, particularly Citrix Gateway.
Perform L2 troubleshooting of LDAP/MFA authentication issues.
Manage and troubleshoot SSL certificates and certificate-chain issues on NetScaler.
Support NetScaler Load Balancing, including VIPs, services, service groups and monitors.
Analyze Citrix and NetScaler logs to identify root causes.
Work with Active Directory, GPO, DNS, DHCP, Windows Server, VMware/Hyper-V and networking teams to resolve complex incidents.
Develop and maintain SOPs, KB articles and technical documentation.
Use PowerShell for Citrix administration, troubleshooting and automation.
Follow security, compliance, availability and operational standards.


Additional Information:
- The candidate should have minimum 5+ years of experience in Citrix Virtual Apps and Desktop Administration.
- A 15 years full time education is required.