Job Summary

The Sr. XenDesktop Administrator plays a crucial role in providing advanced technical support and operations management. This role focuses on troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions. The position significantly contributes to enhancing customer satisfaction and maintaining the organization’s operational integrity.

Key Responsibilities

1. Provide Advanced Technical Support For Complex Incidents Related To Xendesktop, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Managing Support Operations And Ensuring Compliance With Best Practices.
3. Collaborate With Cross-Functional Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And A Robust Security Posture.
4. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Hires, And Coaching Analysts To Enhance Team Performance And Knowledge Sharing.
5. Ensure A Positive Customer Experience By Achieving High Rates Of First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Actively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Xendesktop Administration And Troubleshooting.
2. Solid Understanding Of Support Operations And Incident Management Processes.
3. In-Depth Knowledge Of Security Protocols And Best Practices Related To Technical Support.
4. Strong Analytical Skills For Root Cause Analysis And Problem Resolution.
5. Excellent Communication Skills For Effective Customer Interaction And Team Collaboration.

Other Requirements

1. Optional But Valuable: Citrix Certified Professional Virtualization (Ccp-V).
2. Optional But Valuable: Itil Foundation Certification