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·       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.