Citrix Support Specialist

About the role

The Citrix Support Specialist provides technical assistance on Citrix products to medium‑to‑large customers. The role involves troubleshooting, problem analysis and delivering solutions via phone, email or remote access.

Key responsibilities

• Assist customers with break‑and‑fix technical support cases.
• Perform advanced analysis of moderate to high‑complexity Citrix issues with minimal supervision.
• Achieve and maintain KPI targets such as case closure rates and resolution quality.
• Publish and review technical articles in Citrix’s knowledge base.
• Document cases, recommendations and resolutions clearly in the CRM system.

Required profile

• Minimum two years of experience in a technical customer support environment.
• Proficient English communication skills.
• Ability to prioritize multiple issues and work independently.
• Strong logical and critical thinking with a "can‑do" attitude.

Required skills

• Citrix product troubleshooting.
• Windows Server OS and Desktop VDI troubleshooting.
• Active Directory domain management, FSMO roles and Group Policy configuration.
• Network fundamentals: DNS, TCP/IP, routing, firewalls, network security, certificates and PKI.