Citrix Support Specialist Level 2
We are seeking a highly motivated and customer-focused individual to join our IT support team as a Level 2 Citrix Support Specialist. This role is ideal for someone looking to continue their career in IT, with a particular interest in virtualization and remote access technologies. The successful candidate will be responsible for providing initial technical support to end-users experiencing issues with their Citrix environment, ensuring timely resolution and excellent customer service.
1. Education & Experience:
* 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.
1. 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.
III. Soft Skills & Professional Attributes:
* 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.
1. 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.
1. 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.
Candidature
Par mail : tunisie.recrutements@questel.com
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