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Job Title – Systems Engineer II

Reports to – Manager, EUX VDI

Function – Information Technology

Direct Reports - No

JOB SUMMARY

Systems Engineer II build, implements, and qualify solutions, and acts as a subject matter expert in their areas of expertise.  The incumbent operates independently on assignments involving the analysis of both business and regulatory requirements.  The Systems Engineer establishes and cultivates successful relationships with our business units and provides escalation to EUX Engineering.  This is a tollgate into engineering for business requirements and production.

The ideal candidate will have hands-on experience with Citrix technologies, a strong troubleshooting ability, and a passion for providing excellent support and service. This role involves maintaining, troubleshooting, and optimizing Citrix environments to ensure the availability and performance of virtualized applications and desktops for end users.

Essential RESPONSIBILITIES and ACCOUNTABILITIES

1.     Maintaining, troubleshooting, and optimizing Citrix environments to ensure the availability and performance of virtualized applications and desktops for end users

2.     Writes documentation for technology implementations, as well as production system turn-over to the EUS Support team.

3.     Handle and resolve escalated technical issues related to Citrix environments. Work closely with EUS and EUX teams to identify, troubleshoot, and resolve issues.

4.     Monitor system performance, identify potential issues, and perform proactive maintenance to ensure high availability and reliability of Citrix platforms.

5.     Provide advanced support to end users and internal teams by resolving issues with Citrix applications and virtual desktops

6.     Ensure regular patching, updates, and security maintenance for Citrix environments to minimize vulnerabilities and disruptions

7.     Builds systems per specifications to meet availability and performance targets as outlined in service level agreements with business owners.

8.     Reviews system performance data and makes suggestions to improve overall performance, as well as forecasts future system needs based on trends.

JOB SPECIFICATIONS

Knowledge & Skills:

1.     3+ years of experience supporting Citrix systems and technologies, including Citrix Cloud Platform such as DaaS, WEM, Citrix Monitor.

2.     Demonstrated proficiency with automation tools and scripting languages, including PowerShell and Azure CLI, with moderate experience developing and consuming API‑based PowerShell automation.

3.     Proficiency with Windows Server and desktop environments, including troubleshooting Windows-based applications and environments

4.     Knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, load balancing, and basic troubleshooting skills.

5.     Excellent analytical skills, trouble-shooting and problem solving ability.

6.     Knowledge of Infrastructure as Code (IaC) and web-based automation, with experience in GitHub Actions, Ansible, and HashiCorp Packer for automated image builds considered a plus.

7.     Excellent oral and written communication skills.

8.     Excellent interpersonal skills to effectively work with fellow staff and internal customers.

9.     Strong problem-solving skills with the ability to troubleshoot complex issues related to Citrix environments and Windows-based infrastructure

10.  Customer service orientation and sense of urgency to maintain expected service levels. Escalate requests that require product enhancement to EUX Engineering.

Education & Experience:

Required knowledge & skills would typically be acquired through a bachelor’s degree in computer science or related field plus 3+ years of related experience. 

Working Conditions/Environment & Physical Demands:

1.       Normal office environment

2.     Requires 24 hour on-call rotation once in two months.

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