Questel

Citrix Support Specialist, Level 2

Questel

full-time

Posted on:

Location Type: Hybrid

Location: Tunis • 🇹🇳 Tunisia

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Job Level

Junior

Tech Stack

CitrixDNSITSMServiceNowTCP/IP

About the role

  • 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.

Requirements

  • 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.
  • 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.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Citrix Workspace AppCitrix Virtual Apps and DesktopsCitrix DaaSMicrosoft WindowsWindows ServerTCP/IPDNSDHCPActive DirectoryMicrosoft Office Suite
Soft skills
communicationtroubleshootingdocumentationcustomer serviceproblem-solvingtime managementteam collaborationexpectation managementself-service improvementadherence to procedures