Anywhere JOB SUMMARY
Under minimal supervision from the Manager, Citrix & VDI Platforms, the Systems Engineer II-Citrix position is directly responsible for the administration, support, and delivery of the enterprise Citrix environment. Responsibilities include troubleshooting and resolving production issues, application issues, and deployment issues, as well as monitoring the environment to maximize up time. The Reliance Citrix environment is very complex and supports most of the Reliance Steel & Aluminum Co. subsidiaries. This position is key in helping deliver applications to the enterprise. In addition, the Systems Engineer II-Citrix will provide second-level escalation support.
ESSENTIAL FUNCTIONS
Systems Engineering – Architects, implements, and supports infrastructure technologies.
- Review existing technologies for vendor support and end-of-life information.
- Contribute to defining systems and creating architectures.
- Contribute to designs, implementation, integrations, and testing of the Citrix environments.
- Support the deployment, operations, and maintenance of infrastructure technologies.
- Support application teams as they deploy new features in their application within a Citrix environment.
- Contribute to identifying migration path needs.
- Participate in continual improvement of Citrix environment by researching issues, suggesting improvements, and keeping abreast of the technology roadmap for upgrades.
Technical Support – Ability to understand internal/external customer technologies and problem resolution techniques.
- Demonstrate knowledge of routine techniques, skills, equipment, and procedures.
- Ensure maximum availability of the system by administering, monitoring, and supporting all aspects of the Citrix environment.
- Resolve production and deployment issues by troubleshooting and correcting medium to high complexity problems that affect operation of the environment.
- Develop and maintain documentation of the Citrix environment.
- Work to develop additional technical knowledge and skills.
- Troubleshoot any application issues including network issues that impact Citrix performance over LAN and WAN.
- Provide after hours and on-call support.
- Monitor performance and operations of applications in a Windows 2012 R2 XenApp environment using various tools.
- Follow change control process by entering Incidents into IT Service Management System (ServiceNow) for approval when making changes to Citrix environments.
- Provide second level escalation support assisting Support Desk and Field Operations by developing and training these groups to support Citrix at the client.
SUPPLEMENTAL DUTIES & RESPONSIBILITIES
- Assist with print server issues and print queue management.
- Provide technical support for the Windows engineering team and the clients they support. This includes assistance with new server build outs of windows systems and troubleshooting existing systems in the enterprise.
- Pursues training and development opportunities; Strives to continuously build knowledge and skills.
- Assist personnel in other RTS departments to resolve technical and/or application issues.
- Other duties as requested.
CORE COMPETENCIES
Problem Solving – Ability to problem solve through problem identification, solution assessment, problem documentation, and problem response.
- Frame problems before trying to solve them.
- Seek advice from those who have solved similar problems.
- Follow up to ensure that the problem has been resolved.
- Document and disseminate identification and resolution of problems to avoid future redundant work efforts.
- Break down problems and identify all of their components.
- Provide insight into the root-causes of problems.
- Anticipate problems and is proactive in addressing them.
Decision making – Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.
- Gather data and others’ input when making decisions.
- Consider lessons learned from experience, differing needs, and the impact of the decision on others.
- Escalate decisions when appropriate.
- Balance analysis, insight, experience, and perspective when making decisions.
- Find solutions that are acceptable to diverse groups with conflicting interests and needs.
Customer Service – Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.
- Provide service to internal and external customers to satisfy their needs and expectations.
- Listen to concerns and resolve reported issues effectively and promptly.
- Ensure and comply to customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system.
- Commit to continuous improvement.
- Establish relationship with customers providing education as appropriate.
- Deliver high quality solutions.
Building Collaborative Relationships – Develops, maintains, and strengthens partnerships with others inside or outside the organization.
- Establish rapport with co-workers easily.
- Work with others to achieve goals.
- Listen and respond constructively to other team members’ ideas.
- Encourage and facilitate cooperation, pride, trust and group identity.
- Foster commitment and team spirit.
- Offer support for others’ ideas and proposals.
- Be open with other team members about his/her concerns.
- Share his/her expertise with others.
Accountability – Holds self-accountable for measurable high-quality, timely, and cost-effective results.
- Collaborate between own functional area and areas below or above in the work stream as needed.
- Set well-defined and realistic goals.
- Comply with established policies and procedures.
- Accept responsibility for mistakes.
- Take ownership of successful outcome of work assignments/projects through collaborative efforts with team.
- Minimize re-work.
- Seek out learning opportunities.
- Identify training needs and take action to obtain knowledge.
- Persistently push self and others for results.
- Display initiative, effort, and commitment towards completing assignments.
- Help others.
- Provide consistency between projects.
Company Business Knowledge – Understands the company, its products and the business processes.
- Understand Reliance business and how technologies can support business processes.
Communication – Ability to communicate effectively across all levels to support departmental and organizational objectives.
- Clearly express information taking into account audience and nature of the information.
- Ask questions and summarize what was heard to prevent miscommunication.
- Present information in a concise and focused manner.
- Listen to others.
- Communicate written information in a succinct and organized manner.
- Produce written information, which may include technical material that is appropriate for the intended audience.
Leadership Displays effort and commitment in carrying out the departments goals and objectives.
- Act in a proactive and achievement-oriented manner.
- Treat co-workers in a fair and equitable manner.
- Behave in a tactful, compassionate, and sensitive manner.
- Empower others by sharing information.
- Actively listen and clarify information as needed.
- Foster an atmosphere of open communication.
Annual Pay: $91,500 – $133,000
Required Skills
- Bachelors Degree or equivalent work experience in a related field required.
- 3+ years of experience in supporting a large Citrix environment required.
- Experience with Citrix server administration, performance monitoring, optimization and maintenance required.
- Knowledge of TCP/IP, DNS and other supporting technologies required.
- Knowledge of AD Group Policy, Network technologies, Storage, VMware and other support technologies required.
- Experience with other Citrix products preferred.
- Must be self-motivated and able to work independently and with minimal supervision and as part of a team.
- Detail oriented with excellent interpersonal communication skills.
- Excellent customer service skills.
#J-18808-Ljbffr