Firstly I will openly confess I am not a network admin.
A couple of questions though around remote access for admins/support and remote access for users:
1) Is it common that remote support vendors would use citrix over VPN for remote support, say for example if they support an internal application you use?
2) Or is citrix more geared towards user remote access rather than remote IT support/admin?
3) What is the difference between citrix/VPN or is citrix a form of VPN?
4) Are there any limitations of using citrix for remote support, or areas where another solution is typically better.