MAIN PURPOSE OF JOB | Respond to incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. Provide assistance to 1st and 2nd Line Analysts. Provide remote support as part of the 24x7 out of hour’s rota. Provide a point of technical escalation and expertise. Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. Escalate potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Manager Escalate potential problem issues with Problem and Incident Management. | Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork. Recommend and deploy changes via the change management process when required. Provide technical assistance to on-going projects when required. Assist in maintaining uptime of customer and Serviceworks infrastructure Assist with the on-going development of the core infrastructure strategy Ensure all implemented solutions are backed up with documentation, training and expertise within the Service Desk and Support areas. Actively seek to improve and grow own skill and knowledge base in appropriate areas. |
KNOWLEDGE AND EXPERIENCE | Essential - At least 3 years’ experience as a 3rd Line engineer within a similar environment.
- Good troubleshooting skills, applying theoretical knowledge to resolve issues.
- Respond to customers incidents either by telephone, email or face to face.
- Citrix XenApp / XenDesktop Support experience.
- Citrix Provisioning Services / Machine Creation Services support experience.
- Citrix platform / component upgrades.
- Citrix Cloud / WEM support experience.
- Microsoft Terminal Services / Remote Desktop Services experience.
- Valid Citrix Certified Administrator / Associate accreditation.
- NetScaler Citrix Access Gateway and its capabilities within a EUC platform.
- Knowledge of other EUC technologies eg. AppSense, VMware Horizon View, RES etc.
- Hypervisor (XenServer, ESX and/or Hyper-V) Experience.
Desirable - Valid Vendor Accreditations within the area of Citrix.
- Performed Citrix platform new builds and implementation.
- Good knowledge of Windows AD, group policies, DNS and DHCP
- Windows 2012/2016 MCSE/MCITP
- Citrix Certified Professional or Citrix Certified Expert (Virtualisation, Networking or Mobility)
- Experienced in ITIL best practices desirable, ideally holding an ITIL Foundation certification (V2 or V3).
- Experience or knowledge of Azure or AWS
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