Managed Services Technical Analyst

• Troubleshoot, resolve, and close critical and high-severity incidents, including P1 and P2 issues.
• Investigate monitoring alerts related to NetScaler / ADC, network services, certificates, VIPs, gateways, and load-balanced applications.
• Analyze recurring incidents, trends, and patterns to determine root causes and recommend long-term corrective actions.
• Work with internal teams, customers, and vendors to troubleshoot complex cross-platform issues.

• Support and manage Citrix NetScaler / Citrix ADC technologies, including Gateway, Load Balancing, Content Switching, SSL certificates, authentication, policies, and high availability configurations.
• Troubleshoot network-related issues involving TCP/IP, routing, DNS, DHCP, firewall rules, VPN, SSL/TLS, NAT, authentication, latency, packet loss, and application connectivity.
• Support troubleshooting and operational coordination involving VPN access, MFA integrations, identity providers, firewall policies, and related network security components.
• Provide recommendations to improve the stability, performance, security, and availability of customer environments.Demonstrate familiarity with adjacent application delivery and network technologies, such as F5 load balancers, enterprise firewalls, and other customer network platforms, where applicable.
• Configure and support monitoring for NetScaler / ADC and related network services.

• Perform normal and emergency changes in accordance with customer and internal change management processes.
• Participate in technical project activities, including planning, design review, implementation, testing, documentation, and handoff to operations.
• Support NetScaler upgrades, migrations, configuration cleanup, new VIP creation, certificate renewals, authentication changes, and application delivery improvements.
• Support after-hours and weekend maintenance windows when required.

• Maintain accurate and timely ticketing system data, including detailed notes, customer updates, ticket status, resolution details, and follow-up actions.
• Create and maintain technical documentation, including diagrams, configuration standards, runbooks, change procedures, and operational support guides.
• Provide clear customer-facing updates during incidents, changes, and project work.
• Mentor junior team members and assist with knowledge transfer related to networking, Citrix ADC, and troubleshooting methodology.
• Provide regular updates to the direct manager regarding assigned tasks, escalations, risks, project activities, and customer-impacting issues.

• Citrix NetScaler / Citrix ADC: NetScaler Gateway; Load Balancing; Content Switching; SSL Offload; AAA authentication; LDAP, RADIUS, SAML, and MFA integrations; SSL certificate management; High Availability; Responder and Rewrite policies; Session and authentication policies; firmware upgrades; troubleshooting using logs, traces, and diagnostic tools.
• Networking: TCP/IP: routing and switching fundamentals; DNS and DHCP; NAT; firewall rule coordination and troubleshooting; VPN technologies; SSL/TLS; packet capture analysis; latency, packet loss, connectivity troubleshooting; application traffic flow analysis; general LAN/WAN troubleshooting; network segmentation and traffic flow validation.
• Citrix and Virtualization: StoreFront, FAS, Delivery Controllers, Citrix Cloud / Citrix DaaS knowledge preferred.
• Microsoft and Infrastructure: LDAP, Certificate Services, basic PowerShell, monitoring, and alerting tools.
• Cloud and Security: Basic cloud knowledge, including Azure, AWS, or GCP; Azure networking concepts preferred; identity and access management; MFA, conditional access, SSO, LDAP, RADIUS, SAML, and remote access security best practices.
• Adjacent Technologies: Familiarity with related application delivery and network security technologies, such as F5, enterprise firewalls, VPN concentrators, MFA platforms, identity management platforms, and other customer network infrastructure, is preferred but not required.

• Strong technical troubleshooting skills in network and application delivery environments.
• Strong understanding of Citrix NetScaler / Citrix ADC technologies and core networking concepts.
• General working knowledge of enterprise networking technologies, including VPN, MFA, identity management, firewalls, and secure remote access concepts.
• Familiarity with other application delivery or network security platforms, such as F5, Palo Alto, Fortinet, Cisco, Check Point, or similar technologies, is preferred but not required.
• Ability to troubleshoot complex technical issues across multiple platforms and vendors.
• Excellent written and verbal communication skills with the ability to communicate technical issues to technical and non-technical audiences.
• Strong customer service mindset with a professional, positive, and accountable attitude.
• Ability to manage multiple customers, tickets, and project tasks at the same time.
• Demonstrated ability to learn quickly, adapt to changing technical environments, and remain current on Citrix ADC / NetScaler, networking, cloud, and security technologies.
• Ability to mentor and coach junior teammates.
• ITIL knowledge and ability to apply ITIL concepts in daily operations preferred

• Bachelor of Science/Arts or equivalent professional experience.
• 
  Bachelor's degree in computer science, Engineering, Information Systems, Business, or a related field preferred.
• 4+ years of IT operational experience, preferably in networking, Citrix NetScaler / ADC, infrastructure support, network security, application delivery, or managed services.
• 3+ years of hands-on experience supporting Citrix NetScaler / Citrix ADC preferred.
• Experience supporting customer production environments.
• Experience working with ticketing systems, incident management, change management, and project tasks.
• Citrix, networking, Microsoft, cloud, security, or ITIL certifications preferred, including Citrix ADC / NetScaler, CCNA or equivalent, Microsoft certifications, ITIL Foundation, Azure Fundamentals, Azure Administrator, or vendor certifications related to F5, firewall, VPN, or identity platforms.

• Resolves complex technical issues efficiently and professionally
  Maintains high customer satisfaction and positive customer feedback.
• Acts as a technical authority for Citrix NetScaler / ADC and network troubleshooting.
• Delivers accurate and timely communication during incidents, changes, and projects.
• Maintains clean and complete ticket documentation.
• Executes changes and project tasks with minimal disruption to customer environments.
• Identifies recurring problems and recommends proactive improvements.
• Supports multiple customers while managing priorities effectively.
• Collaborates with internal teams and provides technical leadership when needed.

Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions’ Privacy Policy and INSPYR Solutions’ AI and Automated Employment Decision Tool Policy: https://www.inspyrsolutions.com/policies/. By submitting an application, you are consenting to being contacted by INSPYR Solutions through phone, email, or text.