Citrix Support Engineer (Third Line Analyst)

Cape Town
Posted 2 months ago

Our client is looking for a skilled technical engineer to remotely deliver 3rd line support and project services to multiple international customers, in line with contractual SLAs and KPIs.  This is an opportunity to work for a large international group that provides managed services to enterprise level customers across a wide range of industries and technologies



  • Provide third line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to customers.
  • Work with incident management, service desk, other technical teams and the customer as required.
  • Understand SLAs in a production environment and proactively strive to meet the commitments.
  • Provide detailed and effective communication to internal teams and customers.
  • Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.
  • Follow through on issues with vendors for a timely resolution.
  • To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives and solution realisation to all of customers.
  • Develop and enhance cooperative interdepartmental relationships and communications throughout the company and with individuals external to the company.


Skills, Knowledge and Experience

  • 8+ years’ experience in a Wintel environment
  • 5+ years 2nd line experience
  • 4+ years advanced (Windows 2008 to Windows 2016 R2) experience
  • 4+ years advanced Enterprise Antivirus management (Symantec Endpoint Protection preferred)
  • 4+ years advanced vSphere 5.x or later experience
  • 4+ years advanced Citrix XenApp 6.5 or later experience
  • Windows CAs, SSL certificates and Public Key Infrastructure
  • Understanding of IP addressing, subnets, routing, firewall behaviour etc.
  • Excellent skills in updating technical documentation
  • Assertiveness in the face of the customer when needing to explain or defend a technical standpoint or approach


Desirable Knowledge/Skills

  • Storage experience (NetApp preferred)



  • Microsoft Certified Solutions Expert (MCSE): Server Infrastructure 2012 or 2016
  • Citrix certification – CCA-V, CCP-V, CCAA or equivalent.


Desirable Qualifications

  • VMware Certified Professional 6.0 – Data Center Virtualization (VCP6-DCV) or later
  • ITIL v3 Foundation


Deadline for applications is 20/03/2019

For more information, call Nova Buchan on 073 393 9731 or send your CV to

Job Features

Job CategoryInformation Technology

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