VDI Support Specialist (Citrix)

TL;DR

VDI Support Specialist (Citrix): Handling and resolving incidents and service requests related to Citrix and VDI environments with an accent on stable day-to-day operations and excellent end-user experience. Focus on troubleshooting session launch failures, performance issues, login problems, and user environment issues.

Location: Onsite in KSA

Company

hirify.global creates financial freedom by allowing shoppers to split payments online and in-store with no interest or fees, serving over 15 million users and 40,000 global brands in the GCC region.

What you will do

• Handle incidents and service requests from the Citrix L2 Queue for VDI environments.
• Provide second-line support for end-users accessing VDI environments from Windows, ThinClients (eLux), or macOS devices.
• Troubleshoot and resolve common VDI issues including session launch failures, slow connection performance, and login/profile problems.
• Monitor Citrix environments using tools like Citrix Director/Citrix Monitor and follow operational dashboards and alerts.
• Perform basic administration tasks under approved procedures, such as user access checks and session management.
• Escalate complex or recurring issues to L3 Citrix Engineers with clear troubleshooting details.

Requirements

• 1–3 years of hands-on experience supporting any VDI solution in an operational role.
• Strong troubleshooting skills with Windows OS (Windows 10/11, basic Windows Server concepts).
• Understanding of networking fundamentals (IP addressing, DNS, DHCP, OSI model, basic routing concepts).
• Experience working in a helpdesk, call center, or IT operations environment.
• Familiarity with ITSM processes (incident, problem, and request management).
• English: B2 required (Good communication skills, written and spoken).

Nice to have

• Exposure to Profile Management, or basic NetScaler/ADC concepts.
• Experience with monitoring tools (Citrix Director, Zabbix, or similar).
• Familiarity with Active Directory (users, groups, GPO basics).
• Experience using ITSM tools such as Jira Service Management.

Hiring process

• Stage 1: Applied
• Stage 2: Review
• Stage 3: HR call @hirify.global
• Stage 4: Technical interview @hirify.global
• Stage 5: Final interview @hirify.global
• Stage 6: Hired