Desktop Engineer with Citrix experience (Consultant)

Published: 6/14/2022

Technology

Job Description

We are seeking a Senior Support Engineer to provide advanced technical support and maintain a highly available, secure, and reliable end-user computing environment. This individual will serve as a senior escalation point for complex desktop, application, identity, and virtual desktop issues across a Microsoft-centric infrastructure leveraging Windows, Azure, and the Citrix suite of products.

The ideal candidate combines strong hands-on troubleshooting skills with a proactive approach to problem management, endpoint engineering, and infrastructure improvement. This role requires the ability to work independently, take ownership of technical issues, and deliver a high level of service to users in a fast-paced business environment.

Key Responsibilities

• Provide senior-level technical support and escalation for complex Windows desktop, application, connectivity, and virtual desktop issues.

• Support and troubleshoot Windows 10/11 endpoints, Windows Server environments, Microsoft 365, and Azure-based services.

• Administer and troubleshoot Citrix Virtual Apps and Desktops, Citrix DaaS, and related technologies, including Virtual Delivery Agents (VDA), StoreFront, Citrix Workspace, and Citrix Director.

• Monitor Citrix sessions, investigate login delays, session disconnects, profile issues, and performance degradation using Citrix Director and related diagnostic tools.

• Support Microsoft Entra ID (Azure AD), Active Directory, Group Policy, DNS, DHCP, authentication, and access management.

• Manage endpoint configuration, software deployment, patching, and security policies using tools such as Microsoft Intune and Group Policy.

• Troubleshoot application delivery, user profiles, printing, peripheral connectivity, and Microsoft 365 productivity issues.

• Collaborate with infrastructure, cloud, security, and application teams to resolve cross-platform incidents and improve service reliability.

• Perform root cause analysis, document recurring issues, and implement permanent fixes to reduce repeat incidents.

• Maintain technical documentation, support procedures, and knowledge base articles while identifying opportunities to automate routine support tasks.

• Provide clear communication and technical guidance to users, management, and cross-functional teams during incident resolution.

Required Qualifications

• 5+ years of experience in enterprise IT support, desktop engineering, EUC, systems administration, or infrastructure support.

• Strong troubleshooting experience with Windows 10/11, Windows Server, Active Directory, Group Policy, DNS, and DHCP.

• Hands-on experience supporting Microsoft Azure and Microsoft Entra ID (Azure AD) in an enterprise environment.

• Practical experience with Citrix Virtual Apps and Desktops or Citrix DaaS, including session troubleshooting and application delivery.

• Experience using Citrix Director to monitor sessions and diagnose login, connectivity, and performance issues.

• Working knowledge of Microsoft 365, endpoint management, identity and access management, and enterprise application support.

• Experience supporting complex technical escalations and managing incidents through resolution.

• Strong analytical, communication, documentation, and customer-service skills.

Preferred Qualifications

• Experience with Microsoft Intune, Windows Autopilot, endpoint compliance, and device management.

• Familiarity with Citrix Profile Management, FSLogix, NetScaler, and StoreFront.

• Experience with PowerShell scripting and automation.

• Familiarity with Azure Virtual Desktop (AVD), virtual desktop infrastructure, or cloud-hosted application delivery.

• Experience with IT service management platforms such as ServiceNow, Jira Service Management, or Freshservice.

• Experience supporting financial services, investment management, or other high-availability business environments.