Job description:

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.


To learn more about how we can supercharge progress for you, visit www.hcltech.com


Sr Admin-CITRIX SERVER

Job Summary

As a Senior Administrator in Support & Operations, you will play a crucial role in delivering advanced technical support for Citrix Server environments. Your expertise will ensure effective troubleshooting and root cause analysis, driving improvements in our service delivery and enhancing customer satisfaction.

• Key Responsibilities
  1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Providing Support For Citrix Server Environments.
  
  2. Conduct Root Cause Analysis For Complex Incidents Escalated By Analysts, Implementing Effective Solutions To Resolve Technical And Security Issues In Citrix Infrastructure.
  
  3. Manage And Update The Knowledge Base, Contribute To Training Programs For New Team Members, And Coach Analysts On Best Practices Related To Citrix Server Support.
  
  4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Uninterrupted Operations And Maintain Security Posture.
  
  5. Enhance Customer Experience And Csat Metrics Through Effective First Call Resolution, Minimizing Rejected Resolutions And Re-Open Cases While Addressing Potential Security Threats.
  
  Skill Requirements
  1. Advanced Proficiency In Citrix Server Administration And Troubleshooting.
  
  2. Strong Understanding Of Citrix Technologies And Security Measures.
  
  3. Experience With Incident Management And Root Cause Analysis Methodologies.
  
  4. Familiarity With Knowledge Management Practices And Training Methodologies.
  
  5. Excellent Problem-Solving Skills And Ability To Work Collaboratively In A Team Environment.
  
  Certification
  1. Optional But Valuable Certifications: Citrix Certified Professional (Ccp), Citrix Certified Associate (Cca) In Virtualization.