The Infrastructure Engineering Analyst will serve as a technical team member supporting complex virtualization environments focusing on Citrix XenDesktop and XenApp.
This position will represent the Global Experience and Identity (GXI) department working with the Virtual Workspace Operations team, who delivers and operates a highly available hosted desktop and application platform for internal resources and external partners. Virtual Workspace gives our customers the freedom to work from anywhere with an industry-leading end user experience. This role will collaborate with other GXI organizations such as Global Desktop Support, Client Engineering, and Endpoint Architecture.
Responsibilities
* Provide timely resolution for technical support issues via telephone, email, instant message, and remote support to efficiently assist customers with their support needs.
* Support the creation and troubleshooting of Citrix VDAs both servers and desktop types.
* Provide technical guidance to external support staff in other areas.
* Support complex projects as it pertains to components within the Citrix platform.
* Serve as the primary contact with vendors for problem resolution and upgrades.
* Provide feedback of trends to senior staff to establish new SOPs and to correct technical gaps.
* Must possess superior customer service skills and be able to communicate highly technical concepts to individuals with varying levels of technical expertise.
* 3+ years of experience supporting and maintaining a XenDesktop
* 3+ years of experience supporting and maintaining a XenApp environment
* Experience with creation of Machine Catalogs, Delivery Groups, MCS, and PVS
* Experience with Citrix Director
* Understanding of MS Azure & Citrix Cloud Fundamentals
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.