Technical Support Senior Analyst - HIH - Evernorth

Responsibilities:

• Provide timely resolution for technical support issues via telephone, email, instant message, and remote support to efficiently assist customers with their support needs.
• Support the creation and troubleshooting of Citrix VDAs both servers and desktop types.
• Provide technical guidance to external support staff in other areas.
• Support complex projects as it pertains to components within the Citrix platform.
• Serve as the primary contact with vendors for problem resolution and upgrades.
• Provide feedback of trends to senior staff to establish new SOPs and to correct technical gaps.
• Must possess superior customer service skills and be able to communicate highly technical concepts to individuals with varying levels of technical expertise.

Qualifications:

• Minimum of 3 years of experience supporting and maintaining a XenDesktop 7.x (or higher) environment
• Minimum of 3 years of experience supporting and maintaining a XenApp 7.x (or higher) environment
• Experience with the creation of Machine Catalogs, Delivery Groups, MCS, and PVS
• Experience with Citrix Director
• Understanding of the MS Azure & Citrix Cloud Fundamentals
• Must be able to work independently and as part of a team