Citrix Engineer

The CITRIX Level 2 Support role is responsible for the installation, configuration, and maintenance of large, highly utilized Citrix Servers to maximize reliability and recoverability. Installs, configures, and maintains the server environment. Analyzes and resolves problems associated with Citrix server hardware and applications software. Detects, diagnoses, and reports Citrix server problems. Sets up user accounts on company's Servers and performs necessary monitoring.

CITRIX SUPPORT ACTIVITIES

- Administer and support Citrix and Application Virtualization (App-V) environments.
- Support publishing of applications, including security configuration in line with client standards.
- Manage Citrix SQL reporting issues.
- Provide support for Citrix printing, resolve printing issues.

GENERAL DUTIES AND RESPONSIBILITIES

- Perform proactive and reactive Incident Management including L1 and L2 services.
- Perform active system monitoring and event management including physical hardware status, system and application processes, services, event logs, backups, scheduling, data transfers, resource utilization.
- Co-ordinate remediation efforts with onsite, physical presence, or site services as needed.
- Co-ordinate hardware and/or firmware repair (may include reactive patches).
- Dispatch third party field engineering personnel for hardware or software intervention under the terms of hardware and software support service agreements
- Provide support for root cause analysis and problem review for high impact and/or recurring problems.
- Execute all changes requested, routine maintenance, or emergency break fix in accordance with Change Management process. This includes stakeholder communications, scheduling, pre and post implementation testing and implementation.
- Perform peer technical review and approval of scheduled changes per client processes.
- Perform configuration management, which identifies and tracks the status of every IT component supporting the customer. This effort includes the management of relationships between configuration items throughout the IT stack.
- Execute site-specific tasks itemized on the daily operational task list.
- Administer all privileged level access requests for all platforms based upon customer defined security requirements.
- Administer all access requests for standard accounts across platforms which are not AD enabled (ie AS400, VMS, DMZ and Non-Centrified Unix) based upon policy.
- Configure user access to desired resources via configuration of users and user related attributes (such as groups) within the supported environment.
- Create and disable groups required by approved technical teams or business unit contacts as required.
- Responsible for Windows account management tasks including account creation, disabling, as well as support for any Windows account management software.
- Perform regular deployment of approved patches and updates in line with client procedures including security.
- Perform deployment of emergency patches to supported infrastructure at a pace that bypasses application dependency analysis.
- Perform deployment of patches to supported infrastructure in the De-militarized Zone (DMZ) at the standard deployment rate.
- Administer and support console and remote access solutions.
- Install, configure and update monitoring agents as required.
- Provide support for Disaster Recovery execution.

QUALIFICATIONS

- Requires 4-6 years of significant related work experience, plus professional degree and/or certification
- Minimum of 3 years' experience as a Citrix Administrator in an Application Server environment
- Deep understanding of SLM and ITIL processes
- Knowledge of SOX environments
- Citrix Metaframe XP
- Presentation Server
- XenApp application hosting technologies (ie, management consoles, Web Interface and Licensing components, Installation Manager, and Resource Manager)
- Microsoft Windows 2000/2003 Server
- Good interpersonal and professional skills required
- Ability to solve a wide range of difficult problems using professional concepts and company policies and procedures in imaginative and practical ways
- Judgment to determine appropriate action within defined procedures and practices