Citrix Engineer
Role Purpose
You are required to provide technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance. Responding to customer questions regarding operation and malfunctions and advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction. The role offers flexible working. You will also act as a leader in supporting less experienced technicians in maintaining the availability of the IT service experienced by end users.
Key Accountabilities
- You will work within a team as a noted expert with a wide range of systems or in-depth product knowledge without supervision helping to define and implement technical best practice. Ensures effective planning and implementation of creative and innovative service changes.
- You will contribute to the definition of operational processes, (both internal and external) and dealing with customer escalated problems.
- Manage systems within Service Level Agreements, proposing, defining improvements and implementing changes to meet service level requirements. Monitors performance through statistical reporting and analysis.
- Lead technical implementation of small to medium infrastructures and technical designs including producing cost and timescale estimates and identifying risks. On larger projects works within a technical framework of the project to meet customer requirements.
- Establish working relationships with the customer and relevant operational units, at the appropriate technical and / or management level, to understand the requirements of the customer's business in order to deliver and enhance the service.
- Stay up to date with new products, tools and techniques, encouraging their use within the business to promote continuous improvement of capability.
As part of this role you are required to have:
- Successful definition, implementation and conformance to processes.
- Meet service level requirements.
- Respond and resolve escalated issues in a timely manner.
- Take ownership of problem.
- Meet project deadlines and costs within own scope of responsibility.
For more information on this or other roles feel free to contact Alison on 01 6455250 or alison.byrne @ experis.ie
