Job Description

Job Summary

Provide advanced technical support for Citrix VDI infrastructure, handling escalations, troubleshooting complex issues, and ensuring high system availability.\\r\\nKey Responsibilities\\r\\n\\r\\nHandle L2 escalations from L1 and act as technical resolution owner\\r\\nTroubleshoot:\\r\\n\\r\\nSession connectivity failures\\r\\nApplication launch issues\\r\\nPerformance degradation in VDI environment [Attachment...4 - 052026 | Word]\\r\\n\\r\\n\\r\\

Key Responsibilities

Perform root cause analysis (RCA) and implement preventive fixes [Attachment...4 - 052026 | Word]\\r\\nSupport:\\r\\n\\r\\nCitrix Virtual Apps / XenApp / VDI infrastructure\\r\\nUser profile, policies, and access-related issues\\r\\n\\r\\n\\r\\nWork on incident, problem, and change management\\r\\nCoordinate with L3 / Infra teams for major incidents\\r\\nEnsure SLA adherence and ticket quality\

Skill Requirements

Participate in shift-based (16x5 / 24x7) operations [Attachment...4 - 052026 | Word]\\r\\nMaintain documentation, KB articles, and SOPs\\r\\n\\r\\nAdditional L2 Expectations (from hiring patterns)\\r\\n\\r\\nHandle VPN, network, and remote access issues\\r\\nPerform advanced troubleshooting across EUC & VDI stack [🚨 Looking...g L2 resou | Viva Engage]\\r\\nSupport onboarding, provisioning, and endpoint readiness [🚨 Looking...g L2 resou | Viva Engage]\\r\\n\\r\\n\\r\\nRequired Skills\\r\\n\\r\\nStrong hands-on experience in:\\r\\n\\r\\nCitrix Virtual Apps & Desktops (XenApp / XenDesktop)\\r\\nVDI troubleshooting (session, performance, connectivity)\\r\\n\\r\\n\\r\

Other Requirements

Knowledge of:\\r\\n\\r\\nActive Directory & Group Policies\\r\\nWindows OS (desktop/server)\\r\\nNetworking basics (DNS, VPN, latency issues)\\r\\n\\r\\n\\r\\nITIL knowledge (Incident / Problem / Change Mgmt)\\r\\nExperience with ITSM tools (ServiceNow, etc.)\\r\\n\\r\\nTypical Experience\\r\\n\\r\\n6–8 years\\r\\nPrior experience in VDI / EUC / Citrix environment