system support professional w/ strong expertise in citrix in toronto

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toronto, ontario
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The Senior System Support Professional is a critical position in the Company support model, and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The Senior System Support Professional role will have a primary focus on deployments and support of Client’s managed Citrix products.

The Senior Systems Support Professional will;
• Ensure all assigned requests are responded to and dealt with as per Client and customer standards.
• Handle change and service requests relating to managed Citrix services, as well as provide Citrix training to the rest of the Service Delivery team.
• Using personal/team knowledge and the customer’s engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA.
• Confirm all issues and requests are captured and closed via the CRM ticketing system to Client standards of detail and quality.
• Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Client and client processes.
• Escalate high profile issues to the Enterprise Architect team for appropriate handling and routing.
• Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Client CS system.
• Actively monitor Client’s customer systems and services via Client monitoring systems.
• Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
• Perform RFC approved systems modifications and reboots.
• Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled/directed.
• Ensure customer portals are updated with systems documentation, RFC’s and backup logs, etc. as per schedule.
• Follow all other processes and quality standards as directed.

• Post-Secondary degree or diploma
• This position requires strong demonstrated experience and knowledge deploying and supporting enterprise Citrix environments up to 6.5 and 7.x – Certification considered highly desirable. The candidate should have experience managing Citrix storefront, provisioning services, delivery controllers and application servers, as well as NetScaler load balancers.
• 5+ years of previous field engineer experience working in a technology/systems department directly supporting customers.
• Demonstrated strong working knowledge of networking technologies and business applications.
• Demonstrated working knowledge of modern firewall and network technologies
• Demonstrated ability to perform systems discoveries, and plan implementations.
• Strong written and communication skills
• Strong interpersonal skills
• Strong organizational and planning skills
• Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
• Ability to work well with people from many different disciplines with varying technical abilities
• High attention to detail.
• Strong documentation skills.

General Competencies Specific to Citrix:
a. Netscaler SDX/VPX Advanced Experience
i. Must have build/migrate SDX experience
ii. Must have Unified Gateway Experience
iii. Must have UG Branding experience
iv. Must have SSL VPN, Proxy, Content Switching experience
v. Load balancing, SSL offload, Smart Access and Smart Control
b. XenApp 7.15 or higher Advanced experience
i. Storefront/Deliver Controller
ii. XenApp session host, publishing
iii. Provisioning Services deployment and image management
iv. Build, migration and optimization experience
v. Experience with Thin Clients
vi. Advanced troubleshooting
vii. Access/Control and Citrix Policies
viii. User Profile Management
ix. MCS experience
c. Foundational experience
i. Networking
ii. Windows/Microsoft Stack (Active Directory, DNS, DHCP, etc.)
iii. Routing/switching/networking
iv. Security
v. VMWare/Hyper-V Experience
vi. SAN experience

Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.