Citrix / VDI Level 2 Support Engineer

On-Premises | Cloud | Windows | VMware

ROLE OVERVIEW

The Citrix / VDI Level 2 Support Engineer provides operational support, administration, monitoring, and maintenance for enterprise Citrix environments. The role manages incidents and service requests escalated by Level 1, performs approved routine changes, supports users, and escalates complex or critical issues to Level 3 or Level 4 teams.

KEY RESPONSIBILITIES

• Provide Level 2 support for Citrix Virtual Apps and Desktops, Citrix DaaS, Citrix Cloud, StoreFront, Delivery Controllers, VDAs, Studio, Director, and NetScaler Gateway.

• Troubleshoot published applications, virtual desktops, user sessions, authentication, printing, profiles, connectivity, and performance issues.

• Administer user sessions, application assignments, delivery groups, machine catalogs, and access permissions using approved procedures.

• Monitor platform health, availability, capacity, registration status, logon times, alerts, and end-user experience.

• Support Windows Server, Active Directory, Group Policy, DNS, RDS, certificates, and basic VMware vSphere operations.

• Support Citrix Profile Management, FSLogix, or Ivanti User Workspace Manager.

• Take ownership of assigned incidents and requests, maintain clear ticket updates, meet SLA targets, and communicate progress.

• Collect logs and diagnostics, document troubleshooting, and escalate unresolved, recurring, security-related, or business-critical issues.

• Implement standard low-risk changes and support patching, releases, maintenance, and post-change validation.

• Use approved PowerShell scripts and Citrix tools for administration, monitoring, diagnostics, and reporting.

• Create and maintain SOPs, knowledge articles, troubleshooting guides, and operational documentation.

REQUIRED TECHNICAL SKILLS

• Citrix Virtual Apps and Desktops, Citrix DaaS and Citrix Cloud.

• Studio,WEM, Director, StoreFront, Delivery Controllers, VDAs, Machine Catalogs, and Delivery Groups.

• Basic NetScaler ADC and NetScaler Gateway administration.

• Windows Server, Active Directory, GPO, RDS, DNS, Event Viewer, and certificate fundamentals.

• VMware vSphere operational support and PowerShell fundamentals.

• Profile management using Citrix UPM, FSLogix, or Ivanti UWM.

• TCP/IP, DNS, firewalls, SSL/TLS, load balancing, remote access, and MFA fundamentals.

EXPERIENCE & QUALIFICATIONS

• Degree or diploma in IT, systems administration, or equivalent professional experience.

• Typically 2 to 4 years of infrastructure, Citrix, VDI, or workplace support experience.

• Practical experience supporting Citrix and Windows production environments.

• Knowledge of ITIL Incident, Request, Problem, and Change Management processes.

• Citrix, Microsoft, VMware, or ITIL certification is an advantage.

PROFESSIONAL COMPETENCIES

• Strong troubleshooting, customer service, ownership, and prioritization skills.

• Proactive, organized, detail-oriented, and able to manage multiple tickets.

• Clear communication, teamwork, documentation, and appropriate escalation judgment.

• Availability for shift or on-call participation where required.

KEY PERFORMANCE INDICATORS

• Incident resolution time, SLA compliance, and Level 2 resolution rate.

• Quality of ticket updates, escalations, health checks, and standard changes.

• Platform availability, user satisfaction, and reduction in recurring incidents.

Why Join Us
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.
Business Insight
At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!
Still hesitating?
You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.