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3rd Line Citrix Engineer

Posted on Jan 4, 2020 by Cetus Solutions Limited

Manchester, Lancashire, United Kingdom
Immediate Start
Annual Salary

Details of the Role
Based in Manchester, working in our Technical Support Team, providing remote support to our broad range of customers.

The role requires an individual who can deliver quick resolutions with quality customer care, have excellent communication skills via the Phone and email, can work well as part of a team, is able to multi-task yet show grace under pressure, is able to put the customer first, has a positive attitude towards work and colleagues and enjoys working with new an evolving technologies.

Job Responsibilities

General Duties

  • Dealing with communications from Clients regarding Supported Technologies and Proactive Monitoring Alerts, then when appropriate creating incidents, service requests, problem records and change requests.

  • Triaging escalated incidents by accurately assessing impact and investigating issues in a timely manner, whilst adhering to Response SLAs and KPIs

  • Owning and managing escalated tickets both procedurally and technically within Resolution SLAs and KPIs

  • Ensuring all information is clearly and accurately recorded on tickets

  • Escalating tickets to 3rd parties and vendors; then proactively chasing

  • Owning and managing changes to customer environments by creating Request for Changes, which include detailed and actuate information; then arranging implementation

  • Owning and managing own ticket queue

  • Be champions of supported Application Technologies, having a deep understanding of the technology and having the finger of the pulse of new version functionally

  • Mentoring 2nd Line Engineers Technical Skill and Knowledge


  • First and foremost, you should have a good attitude; which would be a person who enjoys working with technology and is eager to learn and proactively pick up new knowledge and skills.

  • Concise communication skills and able to give excellent customer service to our customers, with a general ethos of putting the customer first

  • Good Multi-Tasker and shows grace under pressure

  • Has an effective approach to troubleshooting and is a natural problem solver

  • 3rd Line Application Engineer should ideally have technical ability in the following: -

    *Note Tier 1 are the most desired technologies for the role, followed by Tier2 and 3*

    • Essential: Citrix Virtual Apps and Desktops (XenApp/XenDesktop), Citrix Gateway (NetScaler), Windows Server 2008+, Windows 7/8/10, Windows Active Directory AD/GPOs/DHCP/DNS

    • Ideal: Citrix Endpoint Management (XenMobile), Citrix Hypervisor (XenServer), FSLogix, Exchange 2010+, Microsoft Office 365 hybrid with OnPrem, Microsoft Azure, VMWare vSphere, Microsoft Hyper-V

      *We will consider candidates who have a mix of the above depending on skills in each tier*

Hours of Work

  • Your normal hours of work will be 8.5 hour shifts, based between the hours of 7am and 7pm, Monday to Friday inclusive of an hours unpaid lunch break each day totalling 37.5 hours a week.

Reference: 822100069

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