Infra Tech Support Practitioner

Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Citrix Virtual Apps and Desktop Administration
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Infra Tech Support Practitioner, a typical day involves delivering first and second level technical assistance for infrastructure, systems, and applications across both production and development settings. This role requires working closely with users and clients, either remotely or onsite, to identify and resolve technical issues efficiently. The practitioner follows established procedures and operating models to maintain service stability and ensure high-quality support. Collaboration with various teams and continuous monitoring of system performance are integral parts of the daily routine, contributing to seamless operational continuity.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional teams to streamline support processes and improve service delivery.
- Mentor junior team members to enhance their technical capabilities and problem-solving skills.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Citrix Virtual Apps and Desktop Administration.
- Experience in managing and troubleshooting virtual desktop infrastructure environments.
- Strong knowledge of infrastructure components including servers, storage, and networking relevant to virtual applications.
- Ability to monitor and maintain system performance, ensuring optimal uptime and reliability.
- Familiarity with incident management and problem resolution methodologies within IT operations.
- Skilled in collaborating with multiple teams to diagnose and resolve complex technical issues.

Additional Information:
- The candidate should have minimum 5 years of experience in Citrix Virtual Apps and Desktop Administration.
- This position is based at our HDC4 - SEZ location.
- A 15 years full time education is required.