Citrix Virtual Desktop support - Network Analyst
Offshore Team leads Currently we have a requirement for Citrix Virtual Desktop support resource for one of the financial clients based out in US.
3-4 years of experience in network and security.
Troubleshooting skills to resolve potentially unique situations for connecting to the network via VPN to the wireless network (offsite and onsite)
Knowledge of wireless LAN networks.
Understand basic access methods of wireless hardware.
Understand basics of IP addressing.
Experience with various Windows operating systems (7, 8, 8.1)
Preferred experience with using an incident "ticket system" such as HP Service Manager
General understanding of what client virtualization technologies
Experience and/or knowledge of network security technologies
Knowledge of TCP/IP fundamentals is desired
Ability to communicate clearly with business users, project manager and stake holders.
. Ready to work in 24/7 Environment.
General understanding of NetScaler.
. Experience with network sniffer software desirable
General knowledge of ITIL – Incident and Change Management.
Excellent customer services skills, focused on service delivery and quality of work.
Strong verbal communication skills to support remote individuals.
Ability to analyze issues and identify potential patterns to escalate.
Strong organizational skills for completing repeatable tasks in configuring and providing access to a virtual desktop.
Sound decision-making ability regarding matters of moderate to high complexity and importance.
Strong analytical and problem-solving skills to solve complex problems logically and systematically.
Self-motivated; ability to work independently on matters of moderate to high complexity and importance with only broad direction.
High technical aptitude and demonstrated commitment to technical skill development.
Be able to own and "work" tickets based until resolution or document progress to that it can be transitioned to personnel on the following shift.
Good to have MCSE and CCNA Certification
Monitor the HPSM queues closely, address & resolve the virtual desktop issues.
Use client related tools effectively during troubleshooting.
Ability to construct user guides and documentation.
Daily status reporting of incidents.
DELIVERABLES: Close monitor the HPSM queues, resolve and close all Virtual desktop related issues within SLA.