Providing first-level technical support for cloud servers, applications, and managed workstations within a Citrix environment
Addressing a spectrum of technical issues involving servers, connectivity, networking, printers, applications, virtualization, security, and directory services
Prioritizing client satisfaction by delivering a consistently positive service experience and resolving issues efficiently
Serving as the initial point of contact for new support tickets or calls, identifying and troubleshooting client technical issues
Diligently documenting all client interactions, incidents, and troubleshooting steps within our ticketing system to maintain clear and accurate records
Contributing to the development and maintenance of our internal documentation, knowledge bases, and best practice guides, with a special emphasis on Citrix-based solutions
Communicating technical information in a way that is understandable to both technical and non-technical clients, ensuring clarity and client confidence
Escalating complex client issues to higher-level support teams with detailed context for further investigation and resolution
Employing Citrix management tools to oversee and administer virtual applications and desktops

Requirements

High school diploma or equivalent; higher education or certifications in IT or related field preferred
CompTIA A+ Certification preferred but not required
Minimum of 2 years in customer service
Proficiency in Windows OS
Familiarity in Citrix environments preferred
Understanding of cloud computing platforms and virtualization technologies
Experience with MS Active Directory, local networking, and troubleshooting in a virtual desktop infrastructure
Excellent verbal and written communication abilities to convey technical information clearly to both technical and non-technical clients
Strong analytical and problem-solving skills
Exceptional customer service skills
A collaborative spirit, ready to work as part of a team and contribute positively to a supportive work environment

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportcloud serversapplicationsmanaged workstationsnetworkingvirtualizationsecuritytroubleshootingWindows OSMS Active Directory

Soft Skills

client satisfactioncommunicationanalytical skillsproblem-solvingcustomer servicecollaborationdocumentationescalationclaritypositive service experience

Certifications

CompTIA A+ Certification