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CA, United States
Citrix Support Analyst
Bloomington, IL, United States
Information-Technology, Installation-Maint-Repair, Other
Full time, Contract to Hire - W2, Contract - W2
A group company within NTT DATA currently seeks a
to join our team in
Position Functions or Responsibilities:
NTT DATA is seeking an experienced Citrix Support Analyst with a background in providing day to day support and maintenance of enterprise Citrix installations. The preferred candidate will have a solid work history as a support analyst providing second and third level troubleshooting and customer service for Citrix XenApp and XenDesktop installations. The preferred candidate will have outstanding verbal and written communications skills (English), have previous Citrix helpdesk experience and have a deep knowledge of operational support in an enterprise environment.
Position Functions or Responsibilities:
This position requires a highly experienced individual to provide Day-to-day maintenance and second/third-level troubleshooting for the installed Citrix XenApp and XenDesktop infrastructure. Experience supporting CITRIX infrastructure and products is required.
Provide problem management level support for infrastructure of client and application virtualization technologies:
Serve as primary resource or central point of contact for complex technical issues.
Serve as a Server Type Owner for server environments in Test Center and/or Production
Develop and translate complex technical information into understandable and identifiable formats, both in written and verbal form.
Develop, recommend, author, maintain and speak with authority for related documents, such as policies, procedures, strategies, guidelines, and standards as it relates to client and application virtualization solutions.
Provide technical consultation and guidance throughout assigned projects, service activities, and alerts/issues.
Knowledge of ITIL – Problem Management, Incident Management, Change Management
Experience with working with vendors (i.e. software product support), cross-function and area interaction.
Proven time-management and organizational skills.
Strong leadership skills and the ability to navigate the organization effectively.
Strong technical skills in with virtualization technologies and Windows operating systems (Client & x86 Servers)
Strong experience with using an incident “ticket system” (i.e. HP Service Manager)
Strong troubleshooting skills to resolve potentially unique situations for various client hardware, operating system, browsers and server infrastructure solutions. Includes:
Technical support experience with Citrix XenDesktop 5.6, Desktop Director, DDC, Edgesight, XenApp 6.5, Windows SQL server and Citrix Receiver
--- Technical support experience with Microsoft Windows 7, Windows 8, Mac operating systems
--- Experience with usage of different browsers (i.e. Internet Explorer, Chrome, Safari)
--- Strong understanding of what client virtualization technologies
--- General understanding of wireless connection/solutions and usage of WebVPN
--- General understanding of network connection enabled between State Farm and approved Offshore Development Centers to understand if the issues are with State Farm network or vendor site.
--- General understanding of security groups, nesting, requesting, updated, etc.
Defect tracking and resolution
In-depth root-cause analysis on Citrix product issues
Interface with Citrix contacts directly
Decision Making & Judgment
3 years required experience:
Citix Xen App
Xen Desktop Infrastructure
OS Support Experience
This is a full-time salaried position with a group company within NTT DATA. Please note, 1099 or corp-2-corp contractors will NOT be considered. This position is only available to those interested in direct staff employment opportunities. We offer a full comprehensive benefits package that starts from your first day of employment.
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