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Overview
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Overview
Under minimal supervision from the Manager, Citrix & VDI Platforms, the Systems Engineer II-Citrix position is directly responsible for the administration, support, and delivery of the enterprise Citrix environment. Responsibilities include troubleshooting and resolving production issues, application issues, and deployment issues, as well as monitoring the environment to maximize up time. The Reliance Citrix environment is very complex and supports most of the Reliance Steel & Aluminum Co. subsidiaries. This position is key in helping deliver applications to the enterprise. In addition, the Systems Engineer II-Citrix will provide second-level escalation support.
ESSENTIAL FUNCTIONS
Systems Engineering - Architects, implements, and supports infrastructure technologies.
Review existing technologies for vendor support and end-of-life information.
Contribute to defining systems and creating architectures
Contribute to designs, implementation, integrations, and testing of the Citrix environments
Support the deployment, operations, and maintenance of infrastructure technologies
Support application teams as they deploy new features in their application within a Citrix environment.
Contribute to identifying migration path needs
Participate in continual improvement of Citrix environment by researching issues, suggesting improvements, and keeping abreast of the technology roadmap for upgrades.
Technical Support - Ability to understand internal/external customer technologies and problem resolution techniques.
Demonstrate knowledge of routine techniques, skills, equipment, and procedures
Ensure maximum availability of the system by administering, monitoring, and supporting all aspects of the Citrix environment
Resolve production and deployment issues by troubleshooting and correcting medium to high complexity problems that affect operation of the environment
Develop and maintain documentation of the Citrix environment
Work to develop additional technical knowledge and skills
Troubleshoot any application issues including network issues that impact Citrix performance over LAN and WAN
Provide after hours and on-call support
Monitor performance and operations of applications in a Windows 2012 R2 XenApp environment using various tools
Follow change control process by entering Incidents into IT Service Management System (ServiceNow) for approval when making changes to Citrix environments
Provide second level escalation support assisting Support Desk and Field Operations by developing and training these groups to support Citrix at the client
SUPPLEMENTAL DUTIES & RESPONSIBILITIES
Assist with print server issues and print queue management
Provide technical support for the Windows engineering team and the clients they support. This includes assistance with new server build outs of windows systems and troubleshooting existing systems in the enterprise
Pursues training and development opportunities; Strives to continuously build knowledge and skills
Assist personnel in other RTS departments to resolve technical and/or application issues
Other duties as requested
CORE COMPETENCIES
Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).
Able to:
Frame problems before trying to solve them
Seek advice from those who have solved similar problems
Follow up to ensure that the problem has been resolved
Document and disseminate identification and resolution of problems to avoid future redundant work efforts
Break down problems and identify all of their components
Provide insight into the root-causes of problems
Anticipate problems and is proactive in addressing them
Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.
Able to:
Gather data and others' input when making decisions
Consider lessons learned from experience, differing needs, and the impact of the decision on others
Escalate decisions when appropriate
Balance analysis, insight, experience, and perspective when making decisions
Find solutions that are acceptable to diverse groups with conflicting interests and needs
Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.
Able to:
Provide service to internal and external customers to satisfy their needs and expectations
Listen to concerns and resolve reported issues effectively and promptly
Ensure and comply to customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
Commit to continuous improvement
Establish relationship with customers providing education as appropriate
Deliver high quality solutions
Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.
Able to:
Establish rapport with co-workers easily
Work with others to achieve goals
Listen and respond constructively to other team members' ideas
Encourage and facilitate cooperation, pride, trust and group identity
Foster commitment and team spirit
Offer support for others' ideas and proposals
Be open with other team members about his/her concerns
Share his/her expertise with others
Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.
Able to:
Collaborate between own functional area and areas below or above in the work stream as needed
Set well-defined and realistic goals
Comply with established policies and procedures
Accept responsibility for mistakes
Take ownership of successful outcome of work assignments/projects through collaborative efforts with team
Minimize re-work
Seek out learning opportunities
Identify training needs and take action to obtain knowledge
Persistently push self and others for results
Display initiative, effort, and commitment towards completing assignments
Help others
Provide consistency between projects
Company Business Knowledge - Understands the company, its products and the business processes.
Able to:
Understand Reliance business and how technologies can support business processes
Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.
Able to:
Clearly express information taking into account audience and nature of the information (for example, non-technical, sensitive, and controversial)
Ask questions and summarize what was heard to prevent miscommunication
Present information in a concise and focused manner
Listen to others
Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner
Produce written information, which may include technical material that is appropriate for the intended audience
Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.
Able to:
Act in a proactive and achievement-oriented manner
Treat co-workers in a fair and equitable manner
Behave in a tactful, compassionate, and sensitive manner
Empower others by sharing information
Actively listen and clarify information as needed
Foster an atmosphere of open communication
Annual Pay: $91,500 - $133,000
Required Skills
Bachelor’s Degree or equivalent work experience in a related field required
3+ years of experience in supporting a large Citrix environment required
Experience with Citrix server administration, performance monitoring, optimization and maintenance required
Knowledge of TCP/IP, DNS and other supporting technologies required
Knowledge of AD Group Policy, Network technologies, Storage, VMware and other support technologies required
Experience with other Citrix products preferred
Must be self-motivated and able to work independently and with minimal supervision and as part of a team
Detail oriented with excellent interpersonal communication skills
Excellent customer service skills
Required Experience
Qualifications:
Bachelor’s Degree or equivalent work experience in a related field required
3+ years of experience in supporting a large Citrix environment required
Experience with Citrix server administration, performance monitoring, optimization and maintenance required
Knowledge of TCP/IP, DNS and other supporting technologies required
Knowledge of AD Group Policy, Network technologies, Storage, VMware and other support technologies required
Experience with other Citrix products preferred
Must be self-motivated and able to work independently and with minimal supervision and as part of a team
Detail oriented with excellent interpersonal communication skills
Excellent customer service skills