Infra Tech Support Practitioner
Accenture
4 - 6 years
Kolkata
Posted: 3/27/2025
Job Description
Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills : Citrix Virtual Apps and Desktop Administration
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Title: Citrix, VDI Administrator L2 Support Engineer - Citrix, VDI, AVD, PVS, App Layering, Windows 365 and RDS Job Summary: We are looking for an L2 Support Engineer to handle daily operational support and troubleshooting for Citrix XenApp/XenDesktop, Virtual Desktop Infrastructure (VDI), Azure Virtual Desktop (AVD), Citrix Provisioning Services (PVS), App Layering, Windows 365 (W365) and RDS. The candidate will work closely with the L1 and L3 teams to ensure smooth operation, resolve user issues, and execute routine maintenance tasks. ________________________________________ Key Responsibilities: Support and Maintenance: • Provide day-to-day operational support for Citrix XenApp/XenDesktop environments, including user session troubleshooting and application delivery issues. • Assist with basic administration and support for Azure Virtual Desktop (AVD) and Windows 365 (W365) virtual desktops. • Monitor and support Citrix PVS, ensuring desktops are provisioned and operating as expected. • Resolve basic issues related to Citrix App Layering, such as layer updates or application conflicts. • Configure and administer Microsoft RDS environments for multi-user access. • Optimize RDS for high availability and performance. • Manage and maintain Windows Server environments, including DNS, DHCP, and GPOs. • Perform regular server health checks, monitoring, and performance tuning. Incident and Request Management: • Handle escalations from the L1 support team and resolve incidents within SLAs. • Respond to user issues related to login failures, session performance, and application access. • Assist with provisioning, de-provisioning, and updating of virtual desktops in W365 and AVD environments. Monitoring and Reporting: • Use tools like Citrix Director, Azure Monitor, and vendor dashboards to monitor VDI environments and identify potential issues. • Log and document issues, changes, and resolutions in the ticketing system. Basic Administration and Updates: • Perform regular updates to Citrix images, PVS vDisks, and AVD/W365 session hosts under guidance from L3 engineers. • Execute minor configuration changes, including Citrix policies, user profile adjustments (FSLogix or UPD), and session timeouts. • Assist in implementing application or OS layer updates in Citrix App Layering. Collaboration and Escalation: • Collaborate with L3 engineers to escalate unresolved or complex issues. • Work with cross-functional teams to ensure smooth delivery of virtual desktop services. • Participate in team meetings and contribute to knowledge-sharing initiatives. ________________________________________ Required Skills and Experience: • 2–4 years of experience in supporting Citrix XenApp/XenDesktop environments. • Basic knowledge of Azure Virtual Desktop (AVD) and Windows 365 (W365) administration. • Familiarity with Citrix PVS (Provisioning Services) for image delivery. • Understanding of Citrix App Layering for application and OS updates. • Experience with Windows Server (2016/2019/2022), Active Directory, and basic Group Policy troubleshooting. • Hands-on experience with user profile management tools like FSLogix or UPD. • Ability to analyze and resolve common VDI-related issues such as session slowness, application failures, and profile loading errors. ________________________________________ Preferred Skills: • Basic scripting knowledge (PowerShell) for repetitive tasks. • Experience with monitoring tools like Citrix Director, Azure Monitor, or similar. • Understanding of ITIL processes for incident, problem, and change management. ________________________________________ Certifications (Optional): • CCA-V (Citrix Certified Associate – Virtualization) • Microsoft Certified: Azure Fundamentals • ITIL Foundation ________________________________________ Key Competencies: • Strong troubleshooting and analytical skills. • Good communication skills for interacting with users and team members. • Ability to prioritize tasks and work under pressure. • Eagerness to learn and grow in a fast-paced environment Summary: As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products, both remote and onsite. You will work within a defined operating model and processes, providing hardware/software support and implementing technology at the operating system-level across all server and network areas. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Ensure smooth operation of production and development systems. - Troubleshoot and resolve hardware and software issues. - Implement technology at the operating system-level. - Collaborate with team members to provide technical support. - Document and maintain system configurations. Professional & Technical Skills: - Must To Have Skills: Proficiency in Citrix Virtual Apps and Desktop Administration. - Strong understanding of system administration. - Experience in troubleshooting hardware and software issues. - Knowledge of network configurations and protocols. - Familiarity with server maintenance and monitoring. Additional Information: - The candidate should have a minimum of 3 years of experience in Citrix Virtual Apps and Desktop Administration. - This position is based at our Kolkata office. - A 15 years full time education is required.15 years full time education
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We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us at www.accenture.com
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About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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