Job Summary

As a Senior Administrator in Support & Operations, you will play a pivotal role in delivering advanced technical support for Citrix XenDesktop and Provisioning Services. Your expertise will ensure effective troubleshooting, root cause analysis, and the implementation of solutions, ultimately enhancing customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Advanced Technical Support For Citrix Xendesktop And Provisioning Services By Resolving Complex Incidents And Performing Root Cause Analysis, Thereby Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Implement Solutions To Address Technical And Security Issues Escalated By Analysts, Ensuring Timely Resolution Within Agreed Slas.
3. Contribute To Knowledge Management By Updating And Maintaining The Knowledge Base, As Well As Training And Coaching Analysts To Enhance Team Capabilities.
4. Collaborate With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Robust Security Posture While Resolving Complex Tickets.
5. Drive Customer Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Effectively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Citrix Xendesktop, Provisioning Services (Pvs), And Machine Creation Services (Mcs).
2. Strong Understanding Of Troubleshooting Methodologies And Root Cause Analysis.
3. Familiarity With Incident Management Processes And Slas In A Support Environment.
4. Excellent Communication Skills For Effective Collaboration And Customer Interaction.
5. Knowledge Of Security Best Practices Related To Virtual Desktop Infrastructure.

Other Requirements

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