Citrix Support Specialist Level 2

Questel

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.

1. 
   
2. 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.

1. 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.

III. 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.

1. 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.

1. 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.

Candidature
Par mail : tunisie.recrutements@questel.com