Support Engineer for Backend Services – Citrix

Job type:
Start date:
12 months
Newtown Square, Philadelphia
Published at:
flag_no USA
Contact person:
Swetha Vardini
Project ID:

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Please note the request is from USA. We need local resources. No travel is possible from other countries.

Role: Support Engineer
Project duration:
Location: Newtown Square, Philadelphia, USA
Capacity utilisation: 100%.

As market leader in enterprise application software, Customer helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – Customer empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

The backend services team consists of 15+ engineers and is responsible for providing support to IT operations and monitoring of services to all Customer employees on a 24/7 basis. The support includes activities like Server Imaging, Patching, Virtualization, Operating System Support and Monitoring, SQL administration.

Citrix Environment:
Virtualization services provides various virtual desktop services for Customer employees and partners to access their desired applications and perform mission critical tasks securely and flexibly from anywhere and any device.

Several Citrix technologies are used in the Customer virtualization infrastructure for delivering the services to the users via:

Provisioning Services
Citrix Cloud Platform

Citrix Environment has:

Over 1,200 virtual Citrix XenDesktop Servers.
Citrix Receiver (for Client devices)
Citrix Receiver for HTML5 (for supported browsers on Client devices only)

Technical Tasks

Responsible for performing the correct troubleshooting of tickets for Citrix environment as mentioned below and resolving the tickets.
Installation / configuration/ managing XenDesktop farm (latest version 7.x)
Advanced - Should be managing Xen Server farm at multiple sites.
Creation of Citrix VM/Clone providing them via provisioning server
Backup/hot fix installation on XenServer
Installation/configuration XenDesktop (7.x Version)
Publishing applications via Citrix Studio
Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.
Build/test Citrix/WTS software packages based on CUSTOMER release cycles
Publish, update and support Citrix/WTS software packages
Apply common updates on published apps (McAfee, Microsoft, Citrix patches)
Support and maintain test & production environment
Support and maintain all scripts / settings that are used in the environment
Build/deploy/decommission virtual servers (IMAC activities)
Maintain access to the gateway via Citrix NetScaler for authorized users
Provide access to the environment via predefined groups in CUSTOMER directory services
Perform evaluation and testing of any new Citrix client
Perform periodic and emergency systems maintenance including patching.
• Coordinate with third-party suppliers and CUSTOMER internal departments on related support activities.
Support multi-cloud platforms.

Process Expectations

Follow agreed processes and procedures for ticket resolution.
Have a pro-active approach to identify, co-ordinate and resolve tickets
Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
Follow/improve SLA resolution timings.
Adhere to incident, problem and change management processes.
Participate in team meetings as per the agreed governance model.
Engage CUSTOMER CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group
Participate and contribute in continual service initiatives/improvements.
Assist operation line manager in meeting program objectives.
Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.
Keep updated on new technologies and request training if needed.
Communicate with identified users appropriately via all approved media.
Adhere to shift timings and complete the assigned tasks
Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process
Act as a backup resource, as/when needed.


University degree or equivalent work experience
Good knowledge of administration of NetScaler & StoreFront
Troubleshooting Citrix based problems with good understanding of fundamentals
Ability to plan and execute patch plan for SQL server
Experience with ITIL processes especially incident, change and problem management
Ability to think independently and have the ability to find solutions to complex issues from different sources
Coordinate with various teams for the daily operations, plan and execute scheduled activities.
Willingness to learn new skills and technologies.
Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary.
A keen eye for detail and a result driven approach
Effective analysis: Ability to listen, analyze and summarize.
Ability to work in stressful situations. Conflict management skills is a plus.
Customer and team-work oriented.
Outstanding communication skills. Excellent English written and oral communication skills


More than 5 years of Experience in IT with a minimum 2 years in Citrix administration
Experience in working in a large organization with globally distributed personnel, functions and operations.
Software Industry experience strongly preferred.

*If the above description suits your profile please fill the below application.