Seeking bilingual (English and French) experienced NetScaler engineers in Greater Toronto Area or Quebec. This is a hybrid role with some onsite time required. For employees not local to the office, onsite visits would be minimal.

Please note: Only applicants located in Canada are being considered due to position compliance requirements. Please do not apply if you are not in Canada, or are not a citizen or permanent resident (work permits unfortunately are not sufficient for the clearance requirements of this role).

About Ferroque Systems Inc.

Ferroque Systems Inc. (FSI) is a Canadian leader in digital workspaces, application delivery controllers, virtualization, and cloud technology platforms. Specialized and certified in solutions from Citrix, Microsoft, and VMware, Ferroque Systems has positively impacted the bottom lines of dozens of organizations and nearly 3MM end-users globally. Ferroque Systems firmly believes that modern businesses thrive or tank based upon their ability to harness the right technology solutions. To meet the business and technical objectives of today’s enterprise customers, Ferroque Systems provides the following capabilities:

Technology Consulting and Solutions: Providing professional services throughout the entire IT lifecycle from assessment, design, deployment and integration, and support across a variety of business-enabling technologies including unsurpassed expertise in Citrix solutions.
IT Advisory Services: Guiding organizations toward transformational business objectives. Subscription-based advisory services to support businesses develop their IT vision and roadmaps, assess teams and workflows, and provide SME presence in meetings.
Managed Services and Staff Augmentation: Peace of mind from industry experts. Tailored managed services for midrange and enterprise organizations for VMware, Microsoft, and Citrix (Virtualization and Networking) platforms.
Procurement: Procurement and renewals of Microsoft, Citrix, and VMware product licensing and Citrix hardware.

Position Summary

Ferroque Managed Services (MSP) supports, manages, reports, and monitors our customers’ Citrix production environment(s), leveraging our experience, technical knowledge, and ITIL expertise. Our team is responsible for providing reactive, proactive, and preventative services, serving as trusted advisors who understand our customers’ environments and work as an extension of their IT Operations team. In practice, MSP is primarily responsible for delivering the following operational services in our customers’ Citrix production environment(s):

Technical expertise – demonstrate technical proficiency in resolving issues, performing basic changes, fulfilling basic service requests, and investigating monitoring alerts/events.
Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the MSP monitoring system.
Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).
Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.
Event management – investigate alerts received from the MSP monitoring system and determine proper actions to address these alerts.
Request fulfillment – fulfill Citrix-related service requests received from the customer.
Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.
Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.

Within MSP, the Engineer works on the global Service Desk team and is responsible for performing the following tasks to support MSP clients:

Troubleshooting, resolving, and closing all medium and low-severity (P3/P4) incidents.
Triaging all critical and high-severity (P1/P2) incidents, including reclassifying and addressing any miscategorized incidents, or rerouting to the appropriate IT team.
Performing standard changes as defined by the client.
Fulfilling service requests that can be implemented via a standard change.
Triaging and addressing monitoring alerts, either directly or by escalating to the appropriate persons if an alert indicates a potential P1/P2 situation.
Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).

The success of the Engineer will be measured by this person’s ability to perform these tasks efficiently, act in a professional manner that elicits high customer NPS, and be a good teammate.

Primary Duties / Responsibilities

· Troubleshoot technical issues in a Citrix environment, focusing on networking technologies.

· Obtain basic ITIL certifications within first 4-6 months in this role.

· Develop a good technical understanding of Citrix networking technologies and how to support and manage in a variety of settings.

· Learn key technical concepts around network/systems architectures, primarily in support of virtualization and cloud computing.

· Demonstrate effective problem-solving skills, whereby individuals do a level of research prior to seeking help from others.

· Possess good written and verbal communication skills.

· Maintain a calm, poised, and professional demeanor while working in potentially stressful situations with customer IT staff and/or users.

· Develop time management skills and the ability to multi-task across in support of multiple clients.

· Demonstrate the ability to effectively leverage available persons and/or resources in pursuit of learning and problem-solving.

· Provide regular and efficient updates on tasks and activities to direct manager.

Qualifications (knowledge, skills, abilities)

· Basic technical proficiency and aptitude to learn technical skills in a range of technical areas, primarily for Citrix NetScaler.

· Load balancing and GSLB.

· Citrix Gateway.

· Content Switching.

· NetScaler deployment in AWS, Azure, GCP

· Certificate management on NetScalers

· Intermediate experience and understanding of SSL\TLS hardening of Citrix-hosted services.

· Intermediate experience and understanding of AAA-TM and nFactor including adaptive and selective authentication.

· Intermediate experience and understanding of NetScaler SSL VPN, Endpoint Analysys Scans

· Intermediate experience and understanding of NetScaler pooled licensing architecture

· Understanding of HDX Insight, Citrix Analytics (on ADM and in Citrix Cloud for Performance and Security)

· Basic understanding of App Firewall (WAF).

· Capturing network traces and ability to conduct basic trace file analysis/triage using common tools, such as WireShark.

· Intermediate experience and understanding of core networking concepts (e.g. TCP/IP, routing, DNS, etc.).

· Citrix ADM service and ADM on-prem platforms for centralized management, alerting, ADC updates etc.

· Problem-solving ability with technical challenges.

· Aptitude to learn and apply ITIL concepts and achieve basic ITIL certifications.

· Experience with managing firewalls, CASB, and SASE solutions including Palo Alto, Cisco, Fortinet, CATO, Netskope are considered a plus

· Experience managing F5-LTM and GTM, and other load balancers such as Kemp, Nginx, Avi, Azure Load Balancing, AWS Elastic Load Balancing are a plus

· Act with a positive customer service attitude.

· Ability to work effectively in a small- to medium-size team environment.

· Must be willing to work daily on-site in a MSP office in Montreal or Toronto, Canada.

· Must have demonstrated strong academic achievement and good communication skills.

· Must be flexible and dependable, and act with accountability/ownership.

· Demonstrated ability to learn quickly.

Languages: English fluency; French fluency.

Requirements (Education, Certification, Training, and Experience)

· Bachelor of Science/Arts or equivalent 4 years of similar job experience.

o Bachelor of Science from an accredited university in the areas of Computer Science, Engineering, Information Systems, Business or equivalent field of study a plus.

Citrix CCA (minimum) or CCP (preferrable) level certifications, Cisco, Palo Alto, CATO, Fortinet, ITIL, and related technical certifications are a plus.

Benefits

All employees with a one year tenure or in good standing are eligible to participate in the profit sharing program. which evenly distributes a portion of net profits to all employees annually.
Healthcare
Dental
Vision
Health & Wellness allowance
Cell and Internet reimbursement allowance
Home Office allowance
Education reimbursement (subject to approval)
Hybrid work model

Job Type: Full-time

Salary: $75,000.00-$100,000.00 per year

Benefits:

Casual dress
Dental care
Disability insurance
Extended health care
Flexible schedule
Life insurance
On-site parking
Paid time off
Profit sharing
Tuition reimbursement
Vision care
Wellness program
Work from home

Schedule:

8 hour shift
Evening shift
Monday to Friday
On call

Supplemental pay types:

Bonus pay
Retention bonus

Application question(s):

Have you been convicted of an offense for which a pardon has not been granted?
Are you willing to undergo background checks including Federal Government Secret clearance?

Experience:

NetScaler: 4 years (required)
Network support: 4 years (required)
CATO Networks: 1 year (preferred)
Palo Alto Networks: 1 year (preferred)
Fortinet: 1 year (preferred)
F5 BigIP: 1 year (preferred)

Language:

French (required)

Willingness to travel:

25% (required)

Ferroque Systems Inc.

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