Job Summary

The Citrix Support Administrator plays a crucial role in ensuring the seamless operation of Citrix environments by independently resolving technical issues, providing on-call support, and conducting root cause analyses. This position significantly impacts customer satisfaction through effective ticket resolution and proactive management of support activities.

Key Responsibilities

1. Provide Technical Support By Troubleshooting And Resolving Citrix Xendesktop Issues, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis On Escalated Support Tickets Related To Provisioning Services (Pvs) And Machine Creation Services (Mcs), Implementing Effective Solutions To Prevent Recurrence.
3. Facilitate Knowledge Management By Updating And Maintaining The Knowledge Base, Contributing To Improved Team Performance And Efficiency.
4. Train And Coach New Analysts On Citrix Support Processes And Best Practices, Fostering A Culture Of Continuous Learning And Improvement.
5. Manage Ticket Resolution Within Agreed Service Level Agreements (Sla), Ensuring Timely And Efficient Handling Of Customer Inquiries To Enhance Overall Customer Experience And Satisfaction.

Skill Requirements

1. Proficient In Citrix Xendesktop, Provisioning Services (Pvs), And Machine Creation Services (Mcs).
2. Solid Understanding Of Troubleshooting Techniques And Root Cause Analysis Methodologies.
3. Experience In Knowledge Management And Training Processes.
4. Strong Problem-Solving Skills With A Focus On Customer Satisfaction.

Other Requirements

1. Optional But Valuable Certifications: Citrix Certified Associate (Cca), Citrix Certified Professional (Ccp) In Virtualization