Citrix

Citrix Tier 1 Support Technician

Position Overview

The Citrix Tier 1 Support Technician serves as the first line of support for Global Citrix environment, providing ITIL-based incident management, monitoring, initial troubleshooting, user support, and timely escalation to Tier 2 engineers.

Key Responsibilities

• Monitor Citrix ADC, Delivery Controllers, StoreFront, Director, Delivery Agents, SQL and supporting Windows infrastructure.

• Receive, acknowledge, prioritize and manage incidents (P1-P4) through ServiceNow or equivalent ITSM.

• Perform first-level troubleshooting for logon failures, ICA launch issues, disconnected sessions, profile issues, printer mapping and workspace access.

• Validate health of Citrix services, Windows services and VDA registration before escalation.

• Reset user sessions, identify stuck/disconnected sessions and restore user access where documented procedures exist.

• Review monitoring alerts, eliminate false positives and create parent/child incidents when appropriate.

• Coordinate with Windows, Active Directory, SQL, VMware, Network and Security teams for cross-functional issues.

• Escalate complex issues to Tier 2 with complete diagnostics, logs and troubleshooting performed.

• Communicate incident status to stakeholders and maintain accurate ticket documentation.

• Participate in 24x7 shift handovers, knowledge updates and operational reviews.

• Follow ITIL Incident, Problem and Change Management processes and meet SLA commitments.

• Support vendor engagement (Citrix/Microsoft) under guidance during major incidents.

Required Skills

Citrix Virtual Apps & Desktops, Citrix ADC (NetScaler), StoreFront, Delivery Controllers, Director, Windows Server, Active Directory, DNS, DHCP, Group Policy, basic PowerShell, ServiceNow, ITIL.

Qualifications

Bachelor's degree or equivalent experience.

2-4 years supporting Citrix in a Managed Services/NOC environment.

ITIL Foundation and Citrix CCA-V preferred.