Technical Consultant

Description:

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

The Managed Services Technical Consultant position comprises two primary functions, Escalation and Administrator, and participates in 24x7x365 work hours. Duties within the Technical Consultant function include fulfilling and tracking service requests; documenting service requests; troubleshooting escalated production system issues (incidents) to completion or for further escalation within the team; documenting incident resolution; and planning, coordinating, and performing various types of changes (including scheduled and emergency). Administrator functions include managing 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 thought leadership to the client and teammates for the Citrix platform.

The Managed Services Technical Consultant is responsible for the following primary activities:

• Incident management – resolve incidents escalated from the CMS Service Desk.
• Change management – Write/submit change tickets and perform changes during customer change windows (typically after-hours).
• Problem management – analyze the 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 it.
• Service request – fulfill service requests as received by the customer.
• Event management – investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts.
• Conduct weekly Operational status meetings with customer’s Operations team.
• This person will be managing their time across 4-5 customers.