Citrix Cloud Engineer

Title: Cloud Engineer II, Citrix
Location: Raleigh, NC 27603 (Hybrid)
Duration: 6+ Months (Possibility of Extension)

Job Description

What you'll do:

• Maintain multiple customer environments.
• Update and Manage ticket backlog based on internal policies.
• Crisis Management - Identify and escalate any high-priority issues to the next level.
• Provide customer-first experience by utilizing phone calls, emails, and the ticketing system to manage cases..
• Effectively engage resources inside and outside of your team to further troubleshoot and resolve issues, including other technical engineers, account teams, or project managers.
• Deliver solutions that lead to problem resolution or mitigation with high customer satisfaction.
• Independently research and learn new material/ concepts, then share the latest knowledge with the team.
• Be able to interface with Vendors to achieve resolutions for the customer.
• Assist with creating, reviewing, and updating internal Knowledge Base Articles.
• Provide technical guidance and mentorship to Skill PODs
• Provide technical reviews for RFCs to other engineers on the team.
• Ensure the client(s) environment is fully patched and running compatible components (OS, Apps, VMware Tools, etc.).
• Update Customer environments to newer Long Term Stable Releases (LTSR), Cumulative Updates (CU), and apply security patches.
• To receive, understand, and implement advanced technical procedures: Troubleshoot and document.

Additional Information:

Minimum Qualifications:

• Bachelor s degree in a related discipline and 2 years experience in a related field. The right candidate could also have a different combination, such as a master s degree and up to 2 years experience; or 6 years experience in a related field.
• Flexibility to work alternative days and shifts as needed.
• Manage VDI environments: Citrix, AVD
• Willingness to work on a 24x7 on-call rotation schedule.
• Certificates: CCA-V

Technology:

1. Advanced Windows management:

• Active Directory - Server roles (installation, configuration, and management), Object management, Group management, GPOs, DNS, DHCP, Replication, IIS, FSMO.
• OS Optimization.
• Server Optimization - Performance Monitoring, investigation, and remediation -> Memory, CPU, Disk, I/O, AV management, scheduled maintenance, etc.
• GPO Optimization.
• Log analysis.

1. Intermediate Citrix (XenApp) LTSR 1912, 2203:

• PVS, Storefront, Director, Session Host, Base Image, NetScaler, UPM, Citrix Policies.
• Log analysis

1. Advanced RDS:

• RDS Gateway, Certificates, Hosts, etc.)

1. Ability to manage, renew, monitor, & and configure Certificates on multiple platforms.
2. Understanding of Cybersecurity concepts - CVE remediation, environment hardening, etc.

Preferred Qualifications:

Certificate:

• Nerdio
• Citrix Certified Associate (CCA-AppDS, CCP, CCP-V)

1. Legacy Windows OS experience, management, and troubleshooting - 2008, 2012/R2.
2. Advanced Virtualization: VMware ESXi, VMware vSphere, VMware vCenter, VMware vCloud.
3. Experience with N-able Management.
4. Understanding of parallel technologies:
5. Networking- FortiGate, VPN (Layer 1 and 2), VeloCloud, Firewall.
6. Microsoft services - Outlook/ Exchange, Azure AD.
7. MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin.

Primary Focus: Troubleshooting Citrix environments (not building them).

Key Technologies:

1. Citrix (Core expertise)
2. AVD (Azure Virtual Desktop secondary)
3. Active Directory, Group Policies
4. OS/Server optimization
5. Networking (basic understanding)
6. Microsoft Services, Duo, Backups
7. Log analysis and performance tuning
8. RFCs and change management
9. Knowledge Management (documenting fixes for AKB)

Certifications:

Citrix Certified Associate Virtualization (CCAV) is preferred but not required.

Other Tools Mentioned: Nerdio, WEM, StoreFront, PVS, Citrix Director

Team: Will report under John Mahoney s ACE (Advanced Computing Engineering) team, working closely with Julio s team for escalations.

Position Level: Higher than Cloud Support Engineer 3; acts as an escalation point.

Daily Responsibilities:

• Managing customer environments, patching, troubleshooting Citrix issues, collaborating with Citrix leads.
• Candidate Profile: Able to work independently, problem-solve, and self-learn from internal resources.
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Work Environment: Hybrid typically on-site Tuesday through Thursday.