Citrix Support Specialist Level 2

• Required: High School Diploma or equivalent.

• Preferred: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, OR equivalent practical experience.

• Solid level of english required. most of the customers will be english speaking persons.

• Experience: 1-2 years of experience in an IT help desk or technical support role is required, however 2-4 years of experience preferred.

• Citrix Exposure: Basic understanding or exposure to Citrix technologies (e.g., Citrix Virtual Apps and Desktops, Citrix Workspace App, Citrix DaaS) through coursework, self-study, or previous entry-level roles is significantly required.

• FSLogix experience preferred. * Technical Skills (Foundational Understanding):

• Operating Systems: Basic troubleshooting knowledge of Microsoft Windows operating systems (Windows 10, Windows 11) and familiarity with Windows Server environments.

• Networking Basics: Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP) and ability to troubleshoot basic connectivity issues.

• Remote Access: Familiarity with remote desktop protocols and remote support tools.

• Active Directory: Basic understanding of Active Directory for user and computer account management (e.g., password resets, account unlocks).

• Hardware/Software: Ability to troubleshoot common desktop hardware and software issues.

• Microsoft Office Suite: Proficiency in using and troubleshooting Microsoft Office applications (Word, Excel, Outlook, PowerPoint, Teams).

• Ticketing Systems: Experience with IT service management (ITSM) or ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk) for logging, tracking, and escalating incidents.

• Customer Service: Excellent interpersonal and communication skills (verbal and written) with a strong customer service orientation. Ability to explain technical issues clearly to non-technical users.

• Problem-Solving: Strong analytical and problem-solving skills with a logical approach to troubleshooting.

• Attention to Detail: Meticulous attention to detail in documenting issues, steps taken, and resolutions.

• Teamwork: Ability to work effectively as part of a team, collaborating with colleagues and escalating issues appropriately.

• Adaptability: Ability to adapt to new technologies and learn quickly in a fast-paced environment.

• Patience & Empathy: Ability to remain calm and patient when dealing with frustrated users.

• Initiative: Proactive in identifying potential issues and seeking solutions.

• Time Management: Good organizational skills and ability to prioritize tasks effectively. * Responsibilities (Understanding of Scope):

• First-Level Support: Provide initial technical support and troubleshooting for Citrix-related issues, including but not limited to:

• Citrix Workspace App installation, configuration, and troubleshooting.

• Application launching failures.

• Session connectivity problems.

• Printer mapping issues within Citrix sessions.

• Profile-related errors.

• Performance complaints (basic diagnosis).

• Incident Management: Log, prioritize, and track all support requests in the ticketing system, ensuring accurate and detailed documentation.

• Resolution & Escalation: Resolve common Level 1 Citrix issues independently and escalate more complex problems to Level 2 or 3 support teams as per established procedures.

• Communication: Communicate effectively with end-users, providing status updates and setting appropriate expectations.

• Knowledge Base: Utilize and contribute to the internal knowledge base to improve troubleshooting efficiency and self-service options.

• Adherence to Procedures: Follow established IT policies, procedures, and best practices. * Physical Requirements/Work Environment (if applicable):

• Ability to sit for extended periods.

• Ability to use a computer and phone for extended periods.
• May require occasional on-call support or after-hours work depending on the organization's needs.

Questel