Job Description

Job Summary

The Sr Administrator in Support & Operations will play a crucial role in delivering advanced technical support for Citrix Virtual Desktops Essentials. This position is integral to ensuring customer satisfaction through efficient troubleshooting, root cause analysis, and proactive incident resolution. The successful candidate will leverage their expertise to maintain high standards of service quality and operational excellence.

Key Responsibilities

1. Provide Advanced Technical Support For Citrix Virtual Desktops Essentials By Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Complex Incidents And Security Issues.
2. Adhere To Quality Standards And Regulatory Requirements While Ensuring Compliance With Company Policies During All Support Operations.
3. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Enhancing The Overall Security Posture Of The Organization.
4. Engage In Value-Adding Activities, Including Updating And Managing The Knowledge Base, Training New Hires, And Coaching Analysts To Enhance Team Capabilities.
5. Drive Customer Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Effectively Mitigating Security Threats To Ensure A Positive Customer Experience.

Skill Requirements

1. Proficient In Citrix Virtual Desktops Essentials With Solid Troubleshooting Skills.
2. Strong Understanding Of Incident Management And Root Cause Analysis Principles.
3. Familiarity With Security Protocols And Best Practices In Virtual Desktop Environments.
4. Excellent Communication And Collaboration Skills, Enabling Effective Teamwork And Customer Interaction.
5. Ability To Work Independently And Manage Multiple Tasks To Meet Service Level Agreements.

Other Requirements

1. Optional But Valuable: Citrix Certified Associate Virtualization (Cca-V)
2. Optional But Valuable: Itil Foundation Certificatio