End User Services

Provide expert support for both physical and virtual desktops (Windows 10/11, Windows Server).

Administer and maintain Windows desktops and associated environments (hardware, software, and applications).

Resolve desktop-related issues (hardware, software, network connectivity) in a timely manner, ensuring minimal downtime for end users.

Administer and optimize VDI platforms (e. g. , Citrix XenDesktop, VMware Horizon, Azure Virtual Desktop).

Ensure scalability, performance, and security for VDI environments.

Troubleshoot and resolve issues related to VDI infrastructure and virtual machine (VM) performance.

Collaborate with IT teams to design and implement VDI solutions that align with business requirements and user needs.

Administer Citrix XenApp/XenDesktop environments, ensuring performance and availability of virtualized applications and desktops.

Optimize Citrix policies and troubleshoot performance issues in Citrix environments.

Work on Citrix lifecycle management, including deployment, updates, and configuration of Citrix components.

Ensure endpoint security for desktop, VDI, and mobile devices (antivirus, encryption, firewalls, patching, etc. ).

Maintain compliance with organizational standards and external regulations (e. g. , GDPR, PCI-DSS).

Collaborate with the Security Team to implement best practices for endpoint protection and mobile security policies.

Manage relationships with external vendors and service providers related to desktop, VDI, and mobile solutions.

Oversee vendor performance to ensure Service Level Agreements (SLAs) are met and issues are resolved efficiently.

Collaborate with suppliers to ensure timely procurement and implementation of desktop and mobility solutions.

Provide training, guidance, and knowledge-sharing to end users and other internal teams regarding desktop, VDI, and mobility technologies.

Develop, update, and maintain documentation, processes, and troubleshooting guides for desktop support, VDI, and mobility solutions.

Collaborate with cross-functional teams (Network, Security, and IT teams) to resolve technical issues and implement new solutions.

Communicate effectively with technical and non-technical stakeholders regarding issues, solutions, and project progress.

10+ years of experience in End User Services (EUS) or Desktop Engineer in a large-scale enterprise environment.

Proven experience in managing VDI platforms (Citrix XenDesktop/XenApp, VMware Horizon, Azure Virtual Desktop).

Strong background in supporting and managing Windows 10/11 and Windows Server environments.

Hands-on experience with Microsoft 365 Suite, including Teams, OneDrive, SharePoint, etc.

Advanced knowledge of Citrix XenDesktop, XenApp, and related Citrix technologies.

Strong troubleshooting skills for Windows desktops, VDI, and Citrix environments.

Experience with PowerShell scripting for automation in desktop management.

Familiarity with endpoint security tools (antivirus, encryption, firewalls) and patch management.

Knowledge of Active Directory (AD), Group Policy (GPO), DNS/DHCP, and Windows Deployment Services (WDS).

Familiarity with Azure Virtual Desktop and other cloud-native desktop management platforms.

Experience in managing cloud-based environments and integrating them with on-premises desktop services.