Citrix Tier 1 and 2 Support Analyst

About Arctiq:

Arctiq is a leader in professional IT services and managed services across three core Centers of Excellence: Enterprise Security, Modern Infrastructure, and Platform Engineering. Renowned for our ability to architect intelligence, we connect, protect, and transform organizations, empowering them to thrive in today's digital landscape. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

Arctiq is seeking a detail-oriented and customer-focused Citrix Tier 1–2 Support Analyst to join our IT operations team. The ideal candidate will have 2–5 years of hands-on Citrix support experience in a helpdesk or service desk environment, with proven capability in managing ticket queues, resolving end-user issues, and improving documentation and support processes.

Key Responsibilities:

• Serve as a first and second-level support contact for Citrix-related incidents and service requests via ticketing systems, phone, or email.
• Monitor, triage, and resolve issues in ticket queues in alignment with defined SLAs and escalation protocols.
• Troubleshoot and support Citrix technologies, including but not limited to Citrix Virtual Apps and Desktops, Citrix Workspace, StoreFront, and Citrix Director.
• Assist with user session performance troubleshooting, application publishing, and profile management.
• Collaborate with Tier 3 and engineering teams on complex issues and escalate appropriately when necessary.
• Maintain and update Arctiq’ s IT knowledge base and runbooks to reflect evolving troubleshooting procedures and best practices.
• Document recurring issues, incident trends, and propose process improvements to enhance support efficiency and user experience.
• Contribute to onboarding materials and assist with knowledge transfer to new helpdesk staff.
• Participate in scheduled on-call rotations
• Responsible for delivering internal projects related to Citrix platform enhancements, optimization, and documentation.

Required Qualifications:

• 2–5 years of direct experience supporting Citrix environments in a helpdesk or technical support setting.
• Solid understanding of Citrix infrastructure components and user support principles.
• Experience working with IT ticketing systems (e.g., ServiceNow, Remedy, Jira Service Desk).
• Strong communication and interpersonal skills; able to explain technical concepts to non-technical users.
• Proven ability to create accurate and clear technical documentation, runbooks, and process documentation.
• Familiarity with Active Directory, Group Policy, Windows Server environments, and common enterprise applications.

Preferred Qualifications:

• Exposure to PowerShell scripting or automation tools.
• ITIL Foundation certification or working knowledge of ITIL processes.
• Experience in a multi-site or enterprise-scale Citrix deployment.
• Citrix certifications (e.g., CCA-V, CCP-V) are a plus.

Working Conditions:

• Remote work environment with access to required virtual tools and collaboration platforms.
• Standard office hours, Monday through Friday.
• Participation in after-hours and weekend support rotation, typically every third week.
• Must be able to respond promptly to high-priority incidents during assigned on-call periods.

Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.