Job Description
Cape Town – Western Cape – South Africa
- Support Citrix Virtual Apps and Desktops.
- Support Citrix Application Delivery Controllers.
- Support Citrix DaaS.
- Proactive Citrix support via Goliath monitoring.
- Proactive analysis and reporting on Citrix system health.
- Patch Management of Citrix systems.
- Assist with escalations from 1st and 2nd Line Support.
- Manage call escalations to 2nd Level and Specialist Support within the business as well as customer vendors.
- Liaise between users, IT Outsource providers and internal IT processes.
- Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate.
- Identify and escalate persistent incidents.
- Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
- Confirm call resolution with end user before resolving of the call on ITSM.
- Maintain service and quality levels according to the company business standards, processes and procedures.
- Create and update documentation related to all Standard Operating Procedures.
- Grade12/Matric Certificate.
- CCA-V or similar.
- At least 5 + years supporting Citrix in a senior position.
- Experience supporting either Hyper-V, VMware or Nutanix AHV.
- Good understanding of Citrix and Microsoft server infrastructure.
- Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
- Is a team player with the ability to work in and with a virtual team.
- Must be available to provide after-hours Standby Support.
- Strong attention to detail.
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