IT Services

Function of Role

Arkphire are actively recruiting for an experienced & motivated Level 2 Digital Work Space Support  Engineer with Citrix Qualifications to  maintain and manage customers virtual infrastructure by troubleshooting issues, resolving incidents and completing service and change requests.

Duties and  Responsibilities

  • Provide support to Arkphire Services customers for technical incidents and escalations.
  • Record all activities and actions in Arkphire Services systems related to work undertaken, for record purposes.
  • Respond to incident and request escalations and provide technical assistance to field engineers when necessary.
  • Diagnose complex technical issues and involve appropriate resources to speed problem resolution e.g. 3rd party vendors.
  • Provide follow-up status to customers in accordance with specific customer SLA’s.
  • Engage with customers to understand and chart their business and technical requirements.
  • Design & implement Citrix builds to deliver and maintain the stated requirements of the customer.
  • Perform a Citrix system builds, including applications, profiles, printing, client roll-out, server imaging, documentation and handover to operational support.
  • Perform other duties as assigned
  • Provide technical and procedural guidance to team members.
  • Facilitate change management in line with customer policy and Arkphire Services policy

Qualifications and Experience:

  • Bachelor’s degree in Computer Science, Engineering, or related discipline; or equivalent experience
  • 2 - 5 year’s support experience in infrastructure technology solutions
  • Demonstrated experience of supporting virtualisation solutions across several platforms at 2nd/3rd level
  • 2+ years Citrix experience
  • 3 years Microsoft Server OS experience
  • 1+ years VMware experience
  • Ability to communicate & liaise with customers
  • Demonstrate a high level of documentation skills
  • Remote Monitoring & Management
  • Tools and platforms used by MSP’s is necessary
  • Previous developer experience (HTML/JSP/Powershell)
  • Previous knowledge of helpdesk policies and procedures
  •  Skills and Abilities :
  • Good Documentation and communications skills
  • Excellent knowledge of Citrix XenDesktop 7.6 & Citrix XenDesktop 7.15 * troubleshooting
  • Good Citrix NetScaler Administration
  • Excellent Appsense Administration
  • Excellent App-V Administration
  • Excellent Wyse thin client administration
  • Excellent knowledge of Controlup Monitoring
  • Excellent with other areas of desktop technologies e.g. Virtual Desktop, device imaging, software packaging, application layering*
  • Ability to think on their feet
  • High level of professionalism
  • High levels of integrity and trust
  • Excellent troubleshooting and problem solving