Application Support, Maintenance and Development - CITRIX

  • An Applications Maintenance and Support Engineer providing the highest quality of customer service processing help call in accordance to strict ITIL based support processes. Support multiple enterprise level applications developed in a variety of technologies.

Manage, investigate and resolve customer help calls through application usage, data patching or application update via regular maintenance releases.

Day to Day Responsibilities

  • To provide third line support of bespoke applications within the agreed service levels ensuring help calls are processed in a timely and professional manner.
  • Own and resolve complex incidents.
  • Perform third level application support of bespoke systems.
  • Act as technical escalation point for incidents that fall outside of known fixes/issues.
  • Assist and mentor engineers in validating customer’s requirements
  • Share knowledge and skills with other team members and HPE support teams.

Essential Skills

  • Experience in working in an applications support environment with direct customer interaction and management.
  • Good understanding of ITIL processes for incident, problem, change and release management
  • Experience of the core development tools used – namely C#, SQL Server, Java, JavaScript, JQuery.
  • Highly skilled problem solving ability.
  • A self-motivated individual who can work either in a team, or individually with limited direction.
  • Ability to articulate help call problems and estimate effort and best mechanism for call resolution.
  • Ability to apply experience and best practice to incidents, problems and changes.
  • Experience and proven track record in picking up new skills.
  • Excellent communication skills.
  • A good knowledge of application maintenance and support processes
  • Good understanding of relational databases and basic application database administration
  • Good understanding of application configuration management principles

Desirable Skills

  • Customer Management.
  • ITIL V3 Foundation Certification.
  • Experience of additional development tools used – namely VB.NET, C , ILOG, VBA, VB6, Business Object Data Server, Business Object Reports, Universe and EXCELCIUS.
  • Understanding of testing tools and unit test scripting and testing methodologies.
  • Understanding of network technologies.
  • Experience in working in project development environment with direct customer interaction and management.

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