Technology Support Engineer

Technology Support Engineer

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills: Citrix Virtual Apps and Desktop Administration. Good to have skills: NA Minimum 3 year(s) of experience is required. Educational Qualification: 15 years full time education

Roles & Responsibilities

• Virtual Desktop Infrastructure (VDI) Management
• Provide end-user support for virtual desktops and remote workspaces.
• Install, configure, troubleshoot, and decommission VDI/VDA environments.
• Manage virtual desktop platforms including provisioning, control brokering, and application delivery (e.g., Citrix).
• Support Windows 365 Cloud PC provisioning and lifecycle management.
• Maintain and update core desktop images and user profiles.
• Monitor system health, patch levels, upgrade status, and performance of virtual desktops and application servers.
• Support hardware infrastructure running hypervisors for VDI/VDA environments.
• Configure and support tools used by remote teams for patching and software deployment.
• Provide L1 and L2 support for Citrix VDI issues.
• Application & System Support
• Roll out applications and updates across virtual environments.
• Ensure patch compliance and upgrade consistency across all virtual desktops.
• Troubleshoot Citrix-related issues including connectivity, performance, and access.
• Manage shared and persistent desktop configurations for remote users.
• Collaboration & Coordination
• Work closely with infrastructure, support, and application teams to align virtualization services with business needs.
• Coordinate with third-party vendors and internal teams for issue resolution and performance optimization.

Professional & Technical Skills:

• Proficiency in Citrix Virtual Apps and Desktop Administration
• Strong understanding of virtualization technologies and concepts
• Hands-on experience with:
• Citrix XenApp, XenDesktop, NetScaler
• Windows 365 Cloud PC, Windows Server, Active Directory
• Provision, configure, and manage Windows 365 Cloud PCs for end users.
• Implement nested virtualization and optimize performance for hybrid work scenarios.
• Monitor system health, patch levels, and performance of Cloud PCs
• VDI/VDA provisioning, patching, monitoring, and performance tuning
• Experience in:
• Troubleshooting Citrix-related issues
• Managing virtual hosts and hypervisors
• Application rollouts and remote workspace support
• Familiarity with:
• SLA management and service delivery coordination
• Excellent problem-solving, analytical, and communication skills
• Good to have certifications:
• Citrix Certified Associate – Virtualization (CCA-V)
• Microsoft Certified: Azure Virtual Desktop

Additional Information:

• This role requires coordination with global support teams and vendors.
• Must be able to manage multiple priorities in a fast-paced environment.
• Familiarity with enterprise ITSM tools and SLA tracking is preferred.
• Expected to proactively recommend improvements in tools, processes, and technologies.
• Will be responsible for maintaining compliance with organizational standards and policies.
• Minimum 15 years of full-time education, with a Bachelor or engineering degree.
• 7+ years for experience.

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™. Join Accenture to work at the heart of change.

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