Operations Supervisor leading a team in call center operations with a focus on management and quality assurance. Responsible for staff training, performance monitoring, and adherence to company policies.
About the role
- Support role focusing on technical assistance in the Citrix environment. Requires strong IT knowledge and excellent customer service skills for troubleshooting.
Responsibilities
- First-Level Support: Provide initial technical support and troubleshooting for Citrix-related issues, including but not limited to:
- Citrix Workspace App installation, configuration, and troubleshooting.
- Application launching failures.
- Session connectivity problems.
- Printer mapping issues within Citrix sessions.
- Profile-related errors.
- Performance complaints (basic diagnosis).
- Incident Management: Log, prioritize, and track all support requests in the ticketing system, ensuring accurate and detailed documentation.
- Resolution & Escalation: Resolve common Level 1 Citrix issues independently and escalate more complex problems to Level 2 or 3 support teams as per established procedures.
- Communication: Communicate effectively with end-users, providing status updates and setting appropriate expectations.
- Knowledge Base: Utilize and contribute to the internal knowledge base to improve troubleshooting efficiency and self-service options.
- Adherence to Procedures: Follow established IT policies, procedures, and best practices.
Requirements
- Required: High School Diploma or equivalent.
- Preferred: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, OR equivalent practical experience.
- Solid level of english required. most of the customers will be english speaking persons.
- Experience: 1-2 years of experience in an IT help desk or technical support role is required, however 2-4 years of experience preferred.
- Citrix Exposure: Basic understanding or exposure to Citrix technologies (e.g., Citrix Virtual Apps and Desktops, Citrix Workspace App, Citrix DaaS) through coursework, self-study, or previous entry-level roles is significantly required.
- FSLogix experience preferred.
- Technical Skills (Foundational Understanding):
- Operating Systems: Basic troubleshooting knowledge of Microsoft Windows operating systems (Windows 10, Windows 11) and familiarity with Windows Server environments.
- Networking Basics: Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP) and ability to troubleshoot basic connectivity issues.
- Remote Access: Familiarity with remote desktop protocols and remote support tools.
- Active Directory: Basic understanding of Active Directory for user and computer account management (e.g., password resets, account unlocks).
- Hardware/Software: Ability to troubleshoot common desktop hardware and software issues.
- Microsoft Office Suite: Proficiency in using and troubleshooting Microsoft Office applications (Word, Excel, Outlook, PowerPoint, Teams).
- Ticketing Systems: Experience with IT service management (ITSM) or ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk) for logging, tracking, and escalating incidents.
Benefits
- Ability to sit for extended periods.
- Ability to use a computer and phone for extended periods. May require occasional on-call support or after-hours work depending on the organization's needs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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