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• 10 +years of relevant experience in Citrix, Netscaler and VDI technology suite
• Provide moderate technical support for all aspects of physical/virtual infrastructure and critical systems at the facility level. Maintain assigned systems by continually reviewing assigned infrastructure to make recommendations and assist in hardware replacement and upgrades
• Assist or Lead troubleshooting all end user problems related to assigned Infrastructure platforms. Collaborate on incident tracking and reporting with cross functional teams to improve customer experience
• Provide periodic software updates based on system performance and trends. Researching and updating all devices for needed software, to correct issues, add needed features or patch for security vulnerabilities
• Follow or Lead Quality Management processes to ensure all systems are in compliance and appropriate documentation in place as specified by established quality management guidelines. Follow approved procedures and change management processes as defined in the quality management system, provide direction to others as needed
• Perform technical writing of policies, procedures and configuration of systems by authoring, updating and maintaining all related documentation.
• Good understanding on project and program management
• Strong communication and technical skills, prior experience of leading teams and working on a highly process driven environment
• Provide moderate configurations following approved procedures to maintain current security practices on all assigned systems. Promptly inform B.T. Management and B.T. QMD of any known breaches or issues
• Provide fundamental configuration, management and monitoring support for systems. Monitoring of log files of assigned systems to identify reported anomalies and important system data utilizing any tools necessary.
• Provide off-hours support as it relates to BT functional area. Guide in troubleshooting all end user problems related to systems.