DesignationSENIOR SPECIALISTNo. of Positions1Experience2.5-5 YearsSkill (Primary)DWP-WPE-WORKPLACE VIRTUALIZATIONQualificationB-TechJob Description (Posting).Division/Department EUC SBU Location List PRF # Job Title Citrix Level 3 Reports to No of position : Stream : Citrix Type of position: List Title List Level of Citrix Admin List General Description Technical Requirements 6+ Years of Experience in global projects with expertise in following areas: Windows 2000/2003/2008 Servers - commission, recovery, maintenance, troubleshooting of OS and hardware issues, decommission etc. Good working knowledge of Active Directory, DNS, DHCP and WINS Maintenance, troubleshooting and doing RCA of Citrix 4.x and XenApp 5.0, 6.0 servers Migration of applications from legacy Citrix farms to XenApp 5.0, 6.0 servers farm ITIL Processes - Change, Incident and Problem management Servers management using remote tools (ILO/DRAC/OpenManage) MS Patches deployment using WSUS or Bigfix Must have experience in creating and maintaining SOPs to run offshore operations Experience in handling Escalated issues including coordination with multiple teams and vendor Soft Skills - Excellent communication and conversation skills (Verbal and Written) - Good documentation skills - Good working knowledge of MS OFFICE (Including MS Project and Visio) - Should have a great customer handling skills - Able to handle unforeseen situations - High level of acceptance - Can drive HCL s value and its methodology Other Skills / Experience Years of Experience Total : 6+ Years of experience Relavant : Minimum of 4 yrs in Citrix Administration / Support Certification requirements CCA/CCEA/MCSE / MCSA / MCITP/VCP Preferred Reviewed by Title Approved by Title Date Posted Date Hired HCL Confidential (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
