System Support Engineer
Smart Village, GizaPosted 1 year ago143Applicants for1 open position
- 37Viewed
- 0In Consideration
- 0Not Selected
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Primarily supporting day-to-day operations of the Citrix environment; may include proactive monitoring and management. In addition, this role should also perform intermediate level troubleshooting and utilize available monitoring or troubleshooting tools. Assist with resolving issues escalated by Level-1 support.
Responsibilities
- Perform intermediate issue analysis and resolution.
- Identify root cause of issues.
- Respond to server alerts and system outages.
- Create weekly report on number of issues, close rate, open issues, etc.
- Review vendor knowledge base articles.
- Respond to out-of-hours helpdesk calls.
- Respond to critical monitoring alerts.
- Generate internal knowledge base articles and issue resolution scripts and maintain Level-1 troubleshooting workflows.
- Perform basic server maintenance and operational procedures.
- Manage user profiles and data.
- Escalate ticket to Level-3 or appropriate technology owner if advanced skills or elevated permissions are required.
- Generate requests for additional issue resolution scripts and knowledge base articles as necessary.
- Able to read built-in event logs for Windows and Citrix to do basic troubleshooting following public information via Google/Bing.
Job Requirements
- Experience with Microsoft Windows Server including but not limited to:
- Configuring operating system options
- Understanding Remote Desktop Services policies and profiles
- Using Active Directory
- Creating users/managing permissions and administrator rights
- Creating and modifying Active Directory group policies
Basic administration skills, including:
- An understanding of protocols (TCP)
- An understanding of firewall concepts
- An understanding of email administration and account creation
- An understanding of Remote Desktop Services policies and profiles
- The ability to create shares and give access to shared folders/files
Experience performing the following:
- Managing, maintaining, monitoring and troubleshooting Citrix solutions
- Backing up components in Citrix environments
- Updating components in Citrix environments
