Managed Services Technical Analyst

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

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 Net Scaler / 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 Net Scaler / 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 Net Scaler / ADC and Network Operations

• Support and manage Citrix Net Scaler / 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 Net Scaler / 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 Net Scaler 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 Net Scaler / Citrix ADC:
  Net Scaler 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:
  Store Front, FAS, Delivery Controllers, Citrix Cloud / Citrix DaaS knowledge preferred.
• Microsoft and Infrastructure: LDAP, Certificate Services, basic Power Shell, 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,…