Citrix Subject Matter Expert

Role & responsibilities

Desktop & Collaboration Engineer (Citrix SME)

RESPONSIBILITIES:

• Provide problem resolution for referred incidents from the Service Desk and other technology teams.
• Responsible for meeting Service Level Agreement (SLA) targets and collaboratively ensuring team SLA targets are met.
• Ensure all changes to production systems are planned and approved in accordance with the Change Management process.
• Collaborate with Support Systems teams (Service Management, Service Desk onshore and offshore) to ensure all documentation is always up to date.
• Focus on continual improvement of the end-user experience for our associates across the variety of technology the Desktop team enables.
• Provide Tier 1 desktop engineering support to offshore partners during core business hours for those teammates.
• Work with Service Desk to manage inventory of 84.51 owned and managed devices being used by TechM contractors (roll on / roll off support, inventory management, machine re-imaging / wiping, etc.)

QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• A 4-year degree in a technology-related discipline or equivalent knowledge from work experience.
• Ability to solve problems and work to tight deadlines while under pressure.
• Desire to learn new technology and grow across different areas of technology.
• Passionate about technology.
• The attitude to welcome and embrace change.
• Ability to work in a highly collaborative environment.
• Ability to manage small to medium sized IT related projects.
• Ability to communicate with business users at all levels of the organization.
• Strong interpersonal and communication skills.
  

CITRIX VDI SUBJECT MATTER EXPERT:

The qualified candidate should have 3+ years experience supporting Citrix Virtual Desktop environments:

Desktop Imaging & Application Layer

• Build, update, and maintain golden images for VDI desktops, ensuring optimal performance, security compliance, and application compatibility.
• Package, publish, and maintain applications for Citrix Virtual Apps and Desktops, including application streaming and version control.
• Manage user profiles, policies, and personalization settings to provide a consistent and reliable end-user experience.
• Troubleshoot and resolve application, profile, and session-level issues reported by end-users or identified through monitoring tools.

Underlying Infrastructure & Cloud/Network Layer

• Administer and optimize Citrix core components (Delivery Controllers, StoreFront, Citrix Cloud services, licensing, and profile management tools).
• Manage and maintain virtualization platforms (e.g., Azure, VMware, Hyper-V) hosting the VDI workloads, including VM provisioning and storage performance tuning.
• Monitor, troubleshoot, and optimize network connectivity, load balancing, and gateway services for secure and reliable remote access.
• Perform capacity planning, performance monitoring, and disaster recovery testing for the VDI environment.
• Maintain documentation, operational runbooks, and change management records for all infrastructure components.

General Desktop & Collaboration Skills:

• Perform Tier 2 end-user support across macOS and Windows environments (OS, Office, 3rd party applications, hardware, and device/user configurations).
• Preferred technical knowledge and support experience in the several of the following areas, with focus on subject matter expertise in a key areas:
• SCCM, Intune, Jamf Pro, Windows 11, macOS, Office 365, iOS, and Android.
• PowerShell and other scripting languages.
• Active Directory and Group Policy in a distributed environment.
• Image Management, Application Packaging/Distribution, and Mobile Device Management.
• Maintain our desktop application environment, utilizing established best practices (task sequence installations, packaged deployments, device collections, etc.) for new software deployments, vulnerability patches, and version upgrades.
• Provide timely communication with software owners, pilot testers, and production deployments to deliver a consistent and predictable experience for our end-users.
• Collaborate with Service Desk, Networking, and Security to ensure successful configuration, testing, deployment, and management of our key workstation clients (VPN, DLP, AV, etc.).
• Collaborate with Corporate Security to identify and remediate software vulnerabilities.
• Diagnose application deployment issues and execute roll-back procedures as needed.

OTHER KEY SKILLS:

Strong communication skills will be critical to success in this role. Other key skills include:

• Debugging
• Analytical Skills Understanding system behavior and identify improvement opportunities
• Adaptability Staying up to date on the latest SN best practices and features