Project Role : Infra Tech Support Practitioner
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
7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
L3 Engineer - Citrix XenApp, VDI, AVD, PVS, and App Layering
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Job Summary:
We are seeking an experienced L3 Engineer to manage, support, and optimize Citrix XenApp/XenDesktop, VDI, Azure Virtual Desktop (AVD), Citrix Provisioning Services (PVS), and Citrix App Layering environments. The ideal candidate will act as a technical escalation point, ensure system stability, and provide expert-level troubleshooting and operational support.
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Key Responsibilities:
Administration and Support:
• Manage and maintain Citrix XenApp/XenDesktop infrastructure, including Delivery Controllers, StoreFront, and Director.
• Administer Azure Virtual Desktop (AVD) environments, including session hosts, FSLogix, and Azure resource configuration.
• Support and optimize Citrix PVS for image management and desktop provisioning.
• Maintain and troubleshoot App Layering for efficient OS and application deployment.
• Monitor and resolve incidents related to user sessions, applications, and VDI performance.
Operations and Optimization:
• Perform day-to-day operational tasks, including capacity planning, patching, and upgrades for Citrix and AVD environments.
• Fine-tune Citrix policies, profiles (FSLogix/UPD), and Group Policies to improve user experience.
• Ensure high availability and reliability of VDI infrastructure by proactively addressing bottlenecks.
• Work on system performance improvement by analyzing logs, identifying trends, and implementing fixes.
Escalation and Troubleshooting:
• Serve as the primary escalation point for L2 teams on complex issues related to Citrix, AVD, and App Layering.
• Perform root cause analysis for recurring issues and implement permanent resolutions.
• Work closely with vendors (Citrix, Microsoft, etc.) to resolve advanced technical challenges.
Documentation and Reporting:
• Create and maintain detailed technical documentation, SOPs, and knowledge base articles.
• Provide periodic reports on system performance, incident trends, and resolution times.
Collaboration:
• Collaborate with the L4 team for design and architecture improvements.
• Partner with application owners and other infrastructure teams to ensure seamless integration and delivery.
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Required Skills and Experience:
• 5–8 years of hands-on experience with Citrix XenApp/XenDesktop administration.
• Strong knowledge of Azure Virtual Desktop (AVD) setup, configuration, and troubleshooting.
• Proficient in Citrix PVS (Provisioning Services) for image delivery and management.
• Experience with Citrix App Layering for streamlined OS and app delivery.
• Solid understanding of Windows Server (2016/2019/2022), Active Directory, DNS, and Group Policies.
• Familiarity with FSLogix for user profile management in VDI/AVD environments.
• Expertise in troubleshooting Citrix issues using Citrix Director, logs, and third-party tools.
• Basic scripting skills (PowerShell) for automation and administrative tasks.
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Preferred Certifications:
• CCA-V (Citrix Certified Associate – Virtualization)
• Azure Administrator Associate
• ITIL Foundation
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Key Competencies:
• Strong problem-solving and root cause analysis skills.
• Effective communication skills for handling end-user and stakeholder queries.
• Ability to work independently while collaborating with team members.
• Willingness to learn and adapt to new tools and technologies."
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 be an SME
- Collaborate and manage the team to perform
- Responsible for team decisions
- Engage with multiple teams and contribute on key decisions
- Provide solutions to problems for their immediate team and across multiple teams
- Ensure smooth functioning of production and development systems
- Implement technology at the operating system-level
- Troubleshoot and resolve hardware/software issues
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Citrix Virtual Apps and Desktop Administration
- Strong understanding of server and network areas
- Experience in hardware/software support and troubleshooting
- Knowledge of technology implementation at the operating system-level
Additional Information:
- The candidate should have a minimum of 7.5 years of experience in Citrix Virtual Apps and Desktop Administration
- This position is based at our Gurugram office
- A 15 years full time education is required
15 years full time education
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com
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