End User Support Specialist - Citrix/Entra ID (3-5 yrs)

About the Role :

- The End-user computing (EUC) - EUC Engineer is primarily responsible for Level 3 Desktop Support to users.

- The EUC Engineer is also required to be involved in all escalated customer issues where required to provide a positive business outcome.

- These will include but are not limited to Major Incident Management, Problem and Change Management, Service Improvement, Process Improvements, project design and implementation, customer relationship engagement, onboarding, product development and reporting.

Roles and Responsibilities :

End-user computing (EUC) :

- Level 3 Desktop Support to customers of the Client's Managed Device services.

- Management of service related platforms including deployment and monitoring services.

- Provide support for related project services, including onboarding.

- Develop technical change requests, migration and test plans.

- Develop and maintain product and/or service documentation.

- Manage own time effectively and maintain timesheets and ticket records accurately.

- Ability to travel to customer sites is expected.

Additional Responsibilities :

- Achieve personal KPIs at all times

- Other duties may be delegated by the Business Unit Manager or Team Lead from time to time;

- Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.

Essential Technical Skills :

- Exceptional Microsoft Windows troubleshooting skills

- Modern Workplace mobility management including Intune and Autopilot deployment

- Microsoft System Center Configuration Manager administration and support

- Ability to remote support mobile devices running IOS, Android

- MS Active Directory management, Azure AD and M365

- Understanding of Remote Access - Citrix/RDS, VPN & SaaS applications

- Understanding of ITIL framework

Qualifications :

- Extensive experience with Enterprise workstation deployment and support

- Experience in a Managed Services Provider environment in a similar role.

Key Personal Attributes :

- Exceptional customer service attitude

- Exceptional time management

- Exceptional written and verbal communication

- Exceptional problem solving skills

Certifications :

- Microsoft Certified Solutions Associate : Windows 10

- Microsoft 365 Certified : Modern Desktop Administrator Associate