Technical Consultant

Job Description

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

What we're looking for:

You enjoy troubleshooting complex technical issues. You have strong communications skills (verbal and written), strong time management skills and the ability to multi-task across in support of multiple clients.

Position Overview/Summary

Citrix Managed Services (CMS) supports, manages, reports, and monitors our customers’ Citrix production environment(s), leveraging our experience, technical knowledge, and ITIL expertise. Our team is responsible for providing reactive, proactive, and preventative services, serving as trusted advisors who understand our customers’ environments and work as an extension of their IT Operations team. In practice, CMS is primarily responsible for delivering the following operational services in our customers’ Citrix production environment(s):

• Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the CMS monitoring system.
• Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).
• Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.
• Event management – investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts.
• Request fulfillment – fulfill Citrix-related service requests received from the customer.
• Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.
• Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.

Within CMS, the Technical Consultant is responsible for performing the following tasks to support CMS clients:

• Troubleshooting, resolving, and closing all critical and high-severity (P1/P2) incidents.
• Troubleshooting, resolving, and closing all incidents that are escalated from the Service Desk.
• Performing normal and emergency changes as defined by the client.
• Fulfilling service requests that can be implemented via a normal change.
• Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).
• Configuring and managing the monitoring solution for Citrix and related ancillary technologies, including helping to establish baselines and adjusting threshold values as needed.
• Analyzing monitoring metrics and alerts to identify patterns/trends, make correlations, and provide actionable information.

The success of the Technical Consultant will be measured by this person’s ability to perform the above mentioned tasks efficiently, act in a professional manner that elicits high customer NPS, and act as a Citrix technical authority.

Responsibilities

• Troubleshoot complex technical issues in a Citrix environment. Demonstrate excellent problem-solving skills, and assist teammates with solving complex technical issues.
• Act as the Citrix technical authority/subject matter expert (SME). Possess an excellent technical understanding of Citrix technologies and how to support and manage in a variety of settings, ranging from basic to complex.
• Obtain ITIL and Citrix technical certifications within first 6-12 months in this role.
• Assist junior teammates with learning key technical concepts around desktop and server virtualization, cloud computing, and network/systems architectures.
• Maintain a calm, poised, and professional demeanor while working in potentially stressful situations with customer IT staff and/or users.
• Possess the soft skills to be able to defuse a tense/sensitive situation, while still being able to act firmly if/when necessary.
• Demonstrate the desire and ability to continue learning new concepts and remain up-to-date on the most recent technologies, particularly Citrix technologies.
• Install, configure, and maintain the Citrix monitoring solution for customer environments.

Basic Qualifications

• Bachelor of Science/Arts or equivalent 4 years of similar job experience
• Demonstrated ability to learn quickly.
• Excellent problem-solving ability with complex technical challenges.
• Act with a positive customer service attitude.
• Ability to work effectively in a small- to medium-size team environment.
• Desire and ability to provide mentoring/coaching to junior teammates.
• ITIL knowledge and ability to apply ITIL concepts in practice.
• Demonstrated technical fluency and/or expertise in a range of technical areas, including:
  • Citrix technologies, including virtualization and image management.
  • Hypervisor technologies (VMware, Nutanix, etc.)
  • Microsoft directory services (LDAP, Active Directory, etc.).
  • Profile and policies related to end-users.
  • Windows Server OS configuration.
  • Basic Networking concepts (TCP/IP, Routing, Networking).

Preferred

• Bachelor of Science from an accredited university in the areas of Computer Science, Engineering, Information Systems, Business or equivalent field of study a plus.
• 3-4 years of Citrix and/or IT operational experience, including with relevant Microsoft technologies
• Citrix, Microsoft, and/or ITIL certifications (if not already in possession).
• English fluency; Spanish preferred

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What you’re looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at [email protected] for assistance.

President Biden released an Executive Order stating that federal contractors must require COVID-19 vaccinations for all US employees. As a company that works on federal contracts, we have a legal requirement to comply with the Executive Order, if it is enforced. In such case, to be considered for this career opportunity, you must be fully COVID-19 vaccinated or have an approved medical or religious accommodation. Learn more about our COVID-19 policies.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.