Citrix Support Specialist Level 2

Citrix Support Specialist Level 2

We are seeking a highly motivated and customer-focused individual to join our IT support team as a Level 2 Citrix Support Specialist. This role is ideal for someone looking to continue their career in IT, with a particular interest in virtualization and remote access technologies. The successful candidate will be responsible for providing initial technical support to end-users experiencing issues with their Citrix environment, ensuring timely resolution and excellent customer service.

Education & Experience:

• Required: High School Diploma or equivalent.
• Preferred: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, OR equivalent practical experience.
• Solid level of English required. Most of the customers will be English speaking persons.
• Experience: 1-2 years of experience in an IT help desk or technical support role is required, however 2-4 years of experience preferred.
• Citrix Exposure: Basic understanding or exposure to Citrix technologies (e.g., Citrix Virtual Apps and Desktops, Citrix Workspace App, Citrix DaaS) through coursework, self-study, or previous entry-level roles is significantly required.
• FSLogix experience preferred.

Technical Skills (Foundational Understanding):

• Operating Systems: Basic troubleshooting knowledge of Microsoft Windows operating systems (Windows 10, Windows 11) and familiarity with Windows Server environments.
• Networking Basics: Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP) and ability to troubleshoot basic connectivity issues.
• Remote Access: Familiarity with remote desktop protocols and remote support tools.
• Active Directory: Basic understanding of Active Directory for user and computer account management (e.g., password resets, account unlocks).
• Hardware/Software: Ability to troubleshoot common desktop hardware and software issues.
• Microsoft Office Suite: Proficiency in using and troubleshooting Microsoft Office applications (Word, Excel, Outlook, PowerPoint, Teams).
• Ticketing Systems: Experience with IT service management (ITSM) or ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk) for logging, tracking, and escalating incidents.

Soft Skills & Professional Attributes:

• Customer Service: Excellent interpersonal and communication skills (verbal and written) with a strong customer service orientation. Ability to explain technical issues clearly to non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills with a logical approach to troubleshooting.
• Attention to Detail: Meticulous attention to detail in documenting issues, steps taken, and resolutions.
• Teamwork: Ability to work effectively as part of a team, collaborating with colleagues and escalating issues appropriately.
• Adaptability: Ability to adapt to new technologies and learn quickly in a fast-paced environment.
• Patience & Empathy: Ability to remain calm and patient when dealing with frustrated users.
• Initiative: Proactive in identifying potential issues and seeking solutions.
• Time Management: Good organizational skills and ability to prioritize tasks effectively.

Responsibilities (Understanding of Scope):

• First-Level Support: Provide initial technical support and troubleshooting for Citrix-related issues, including but not limited to:
• Citrix Workspace App installation, configuration, and troubleshooting.
• Application launching failures.
• Session connectivity problems.
• Printer mapping issues within Citrix sessions.
• Profile-related errors.
• Performance complaints (basic diagnosis).
• Incident Management: Log, prioritize, and track all support requests in the ticketing system, ensuring accurate and detailed documentation.
• Resolution & Escalation: Resolve common Level 1 Citrix issues independently and escalate more complex problems to Level 2 or 3 support teams as per established procedures.
• Communication: Communicate effectively with end-users, providing status updates and setting appropriate expectations.
• Knowledge Base: Utilize and contribute to the internal knowledge base to improve troubleshooting efficiency and self-service options.
• Adherence to Procedures: Follow established IT policies, procedures, and best practices.

Physical Requirements/Work Environment (if applicable):

• Ability to sit for extended periods.
• Ability to use a computer and phone for extended periods.
• May require occasional on-call support or after-hours work depending on the organization's needs.