Description
System expert – Citrix ServiceGeneric technical competencies (all mandatory)
Excellent knowledge and relevant experience:
• Excellent knowledge and well-proven working experience in supporting, administering and maintaining mission-critical IT server based systems and in special supporting, administering and maintaining Citrix XenApp Server-based systems including problem solving, performance tuning and capacity planning
• Proven experience in supporting, administering and maintaining Citrix Provisioning Server based systems, Citrix Netscaler systems, thin client infrastructure (e.g. Igel), Windows system security, hardening and Firewall Technology and application virtualisation.
• Good knowledge and experience of MS Windows, MS Active Directory, Web Services, MS-SQL, file sharing Services, scripting (Powershell) and virtualisation technology based on VMWare
• Proven experience co-ordinating a complex IT service including design and release planning.
• Very good command of English, with proven drafting ability using MS Office and experience operating mission-critical IT infrastructure environments in an international environment.
• Good understanding and relevant experience working with ITIL processes, particularly change, incident and problem management, writing technical procedures and design documentation.
Main tasks and specific technical competencies
In addition to the mandatory requirements listed above, the successful candidate must furthermore work on the following main tasks, for which experience is considered an asset:
Main tasks:
• Participate in the design of complex IT solutions to Citrix Server based systems.
• Participate in the design of security policies to Citrix Server based systems.
• Support the lifecycle of technical services, in specifications, integration, test, acceptance and deployment stages, focusing on aspects related to Citrix services:
o evaluate and execute changes and service requests according to procedures while maintaining agreed service levels and deadlines;
o contribute to the deployment of services in production by advising on the production impact of planned changes, assisting Data Centre Operations in the roll-out and post implementation;
o deploy and configure systems and environments, to integrate services according to the system design and security policies;
o write technical documentation;
o liaise with technical teams for the acceptance and handover of services in production;
o support end-users during pilot phase for introduction of new services.
• Assist projects in topics related to Citrix services and systems in activities such as technical specifications, evaluation and selection of new products, integration, testing, maintenance, preparation, acceptance, integration and rollout to production systems.
• Identify and communicate improvements to Citrix services, technologies, processes and documentation.
• Provide 3rd-level support for operational Citrix-based systems, including monitoring, identifying any need for preventive or remedial maintenance through the use of diagnostic tools.
• Investigate, diagnose and resolve system problems using available tools and referring to external suppliers if required, as well as assisting 1st and 2nd-level support staff.
• Maintain accurate and up-to-date technical documentation related to Citrix based systems including operational requirements and release management plan, transfer knowledge to colleagues and ensure sufficient documentation is available for tasks to be assigned to 1st and 2nd-level support staff.
• Plan, prepare, test and implement maintenance activities (such as patches and software upgrades) which are required to keep system running in optimal conditions.
• Plan, prepare and document maintenance activities (such as software upgrades and hardware firmware).
• Provide knowledge transfer to other colleagues in the Data Centre section.
• Evaluating and executing changes and service requests according to provided operating procedures while maintaining agreed service levels and deadlines.
• Experience in the e-mail integration with BES and IOS devices will be considered a very valuable asset.
Behavioural competencies
Competencies:
• Good analytical problem-solving skills
• Be results-oriented
• Be service-oriented
• Be able to manages multiple assignments and track progress on numerous processes simultaneously
• Show commitment to the achievement of team and organisational goals
• Use diplomacy and tact when dealing with users and colleagues
• Use simple/clear words to communicate ideas
• Show strong interpersonal skills, self-motivation and the ability to work in a team
Other requirements
Level of expertise: 2 (5+ years of relevant experience)
Engineering and design experience
On-call duties possible