Title: Managed Services Technical Analyst
Location: Remote
Duration: 3 month contract to hire
Compensation: $65.00 - 73.00/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
Managed Services Technical Analyst
Latitude Services is an IT services organization that combines technical expertise, professional communication, operational support, and project management capabilities. The Senior Network Technical Consultant supports customer production environments with a primary focus on Citrix NetScaler / Citrix ADC, network troubleshooting, application delivery, remote access, load balancing, VPN technologies, MFA, identity management, firewall coordination, project activities, and operational support. This role requires strong technical troubleshooting skills, professional customer-facing communication, the ability to support multiple customer environments, and the discipline to work effectively in a remote setting.
KEY RESPONSIBILITIES
1.1 Incident, Event, and Problem Management
- 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.
1.2 Citrix NetScaler / ADC and Network Operations
- 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.
1.3 Change Management and Project Delivery
- 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.
1.4 Documentation, Communication, and Team Support
- 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.
TECHNICAL SKILLS
- 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.
QUALIFICATIONS
- 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
EDUCATION, CERTIFICATION, AND EXPERIENCE
- 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.
SUCCESS MEASURES
- 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.
About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
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