System Support Associate/tech

Required Skill Set 1. Good knowledge on Citrix Environment 2. Excellent troubleshooting skills 3. Excellent Communication Skills 4. Knowledge of Windows Registry, including knowledge of modifying system registry to support installed applications and document configuration changes. 5. Well versed with ITIL Processes Key areas of responsibility (L1): 1. Monitor Presentation Servers 2. Application Publishing and Testing 3. Application Access granting and removing 4. Checking Overall Citrix Server Performance 5. Incident / Event Management 6. Work on incidents and resolve within agreed SLA or escalate at right time 7. Provide support for mobile devices like iPad and Smart Mobiles 8. Document all the changes and updates in required tool Key areas of responsibility (L2): In addition to L1 responsibilities L2 associate performers below 1. Participates in Change Management 2. Implement changes 3. Implement Updates for Citrix 4. Participate in Root Cause Analysis (RCA) 5. Participate in problem review for high or recurring problems 6. Participate in evaluation of evolving technology 7. Administrators privileged level access request 8. Participate in Proof Of Concept 9. Application Testing and checking compliance as per business requirement 10. Participate in Disaster recovery process Consults with Citrix Administrators Tier II and Tier III Command Center Change manager Problem Manager Application Vendors Experience: L1 - 2+ Years overall / 1+ years relative. L2 4+ Years overall /2+ years relative