• Providing first-level technical support for cloud servers, applications, and managed workstations within a Citrix environment • Addressing a spectrum of technical issues involving servers, connectivity, networking, printers, applications, virtualization, security, and directory services • Prioritizing client satisfaction by delivering a consistently positive service experience and resolving issues efficiently • Serving as the initial point of contact for new support tickets or calls, identifying and troubleshooting client technical issues • Diligently documenting all client interactions, incidents, and troubleshooting steps within our ticketing system to maintain clear and accurate records • Contributing to the development and maintenance of our internal documentation, knowledge bases, and best practice guides, with a special emphasis on Citrix-based solutions • Communicating technical information in a way that is understandable to both technical and non-technical clients, ensuring clarity and client confidence • Escalating complex client issues to higher-level support teams with detailed context for further investigation and resolution • Employing Citrix management tools to oversee and administer virtual applications and desktops