L3 Citrix Engineer

About us:
ASG is an award winning IT business solutions provider, offering a complete digital transformation service, from infrastructure and managed services, through to business and IT advice and solutions implementation. ASG acquired SMS Management and Technology in September 2017 offering clients a genuine alternative to Australia’s Tier 1 IT service providers. In 2016, ASG was acquired by Nomura Research Institute, a Japanese-based consulting and IT solutions group listed on the Tokyo Stock Exchange, bringing international capabilities and financial resources to ASG’s strong service offerings. At ASG, we take success personally. We combine the strength of experience together with our trademark entrepreneurial flair to raise the bar for our clients and the industry as a whole.
 
About the Role
The Level 3 Citrix Engineer position will be based in Sydney with a busy Service Desk team of highly diversely skilled engineers.

The role will require a high level of customer service is maintained and all processes and procedures are followed at all times.

You will work closely with both management and employees from medium sized to full enterprise scale organisations. You will also engage with other SMS Operational Team members to ensure key deliverables have been met, ensuring a seamless end to end service is provided.

Your role will include:

• The timely resolution of client technical support incidents/requests
• Ownership of problem escalations and the management of incidents/requests through to resolution
• Provide Level 3 support for the following technologies (but not limited to)
  • Citrix XenApp/XenDesktop Farms v7.X
  • Citrix Netscaler
  • Windows Server Technologies
  • Backup and Anti-virus Technologies
  • Virtualisation technologies like VMware, Hyper V
  • Storage (SAN)
• The delivery of minor works projects
• Reporting and analysis on system status
• Ensuring high levels of customer service are maintained at all times
• Ensuring all required build and operational documentation is accurate and update
• Understand and complete key operational deliverables like detailed time entry
• Be part of an on-call roster on a rotational basis.
• Willingness to be available for support after hours, as required

 
Skills and Experience

• Must have experience providing Level 3 Citrix Support
• Must have solid problem solving and analytical skills
• Must have strong experience supporting Citrix XenApp/XenDesktop
• Citrix Certification will be highly regarded
• Strong skills supporting Windows Server 2008 or 2012 including Active Directory, Group Policies
• Must have experience with Microsoft Exchange
• Any experience with  VMware or Hyper V will be highly regarded.
• Experience of Public Cloud infrastructures like Amazon or Azure
• Understanding of Managed Services and contract deliverables

 
The smart, career focussed and determined people who work for ASG flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.