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Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : Citrix Virtual Apps and Desktop Administration Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education L2 Support Engineer - Citrix, VDI, AVD, PVS, App Layering, and Windows 365________________________________________Job Summary :We are looking for an L2 Support Engineer to handle daily operational support and troubleshooting for Citrix XenApp/XenDesktop, Virtual Desktop Infrastructure (VDI), Azure Virtual Desktop (AVD), Citrix Provisioning Services (PVS), App Layering, and Windows 365 (W365). The candidate will work closely with the L1 and L3 teams to ensure smooth operation, resolve user issues, and execute routine maintenance tasks.________________________________________Key Responsibilities:Support and Maintenance: Provide day-to-day operational support for Citrix XenApp/XenDesktop environments, including user session troubleshooting and application delivery issues. Assist with basic administration and support for Azure Virtual Desktop (AVD) and Windows 365 (W365) virtual desktops. Monitor and support Citrix PVS, ensuring desktops are provisioned and operating as expected. Resolve basic issues related to Citrix App Layering, such as layer updates or application conflicts.Incident and Request Management: Handle escalations from the L1 support team and resolve incidents within SLAs. Respond to user issues related to login failures, session performance, and application access. Assist with provisioning, de-provisioning, and updating of virtual desktops in W365 and AVD environments.Monitoring and Reporting: Use tools like Citrix Director, Azure Monitor, and vendor dashboards to monitor VDI environments and identify potential issues. Log and document issues, changes, and resolutions in the ticketing system.Basic Administration and Updates: Perform regular updates to Citrix images, PVS vDisks, and AVD/W365 session hosts under guidance from L3 engineers. Execute minor configuration changes, including Citrix policies, user profile adjustments (FSLogix or UPD), and session timeouts. Assist in implementing application or OS layer updates in Citrix App Layering.Collaboration and Escalation: Collaborate with L3 engineers to escalate unresolved or complex issues. Work with cross-functional teams to ensure smooth delivery of virtual desktop services. Participate in team meetings and contribute to knowledge-sharing initiatives.________________________________________Required Skills and Experience: 2–4 years of experience in supporting Citrix XenApp/XenDesktop environments. Basic knowledge of Azure Virtual Desktop (AVD) and Windows 365 (W365) administration. Familiarity with Citrix PVS (Provisioning Services) for image delivery. Understanding of Citrix App Layering for application and OS updates. Experience with Windows Server (2016/2019/2022), Active Directory, and basic Group Policy troubleshooting. Hands-on experience with user profile management tools like FSLogix or UPD. Ability to analyze and resolve common VDI-related issues such as session slowness, application failures, and profile loading errors.________________________________________Preferred Skills: Basic scripting knowledge (PowerShell) for repetitive tasks. Experience with monitoring tools like Citrix Director, Azure Monitor, or similar. Understanding of ITIL processes for incident, problem, and change management.________________________________________Certifications (Optional): CCA-V (Citrix Certified Associate – Virtualization) Microsoft Certified:Azure Fundamentals ITIL Foundation________________________________________Key Competencies: Strong troubleshooting and analytical skills. Good communication skills for interacting with users and team members. Ability to prioritize tasks and work under pressure. Eagerness to learn and grow in a fast-paced environment." Summary :As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products, both remote and onsite. You will work within a defined operating model and processes, providing hardware/software support and implementing technology at the operating system-level across all server and network areas. Roles & Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work-related problems. Ensure timely resolution of technical issues. Collaborate with cross-functional teams to troubleshoot and resolve system issues. Document troubleshooting steps and solutions for future reference. Stay updated with the latest technologies and industry trends. Provide training and guidance to junior team members. Professional & Technical Skills: Must To Have Skills: Proficiency in Citrix Virtual Apps and Desktop Administration. Strong understanding of virtualization technologies. Experience in managing Citrix environments. Knowledge of networking concepts and protocols. Hands-on experience in troubleshooting server and network issues. Additional Information: The candidate should have a minimum of 3 years of experience in Citrix Virtual Apps and Desktop Administration. This position is based at our Gurugram office. A 15 years full-time education is required. Qualifications 15 years full time education
