L3 EUC - Operations Analyst

We are seeking a highly skilled L3 EUC (End-User Computing) Operations Analyst with expertise in Citrix, Lotus Notes, and Exchange environments. This role focuses on advanced support, troubleshooting, and optimization of end-user computing systems, ensuring seamless access and operational efficiency across platforms. The ideal candidate will act as the final escalation point for complex issues while driving improvements in the EUC environment.

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Requirements

Key Responsibilities:

Citrix Environment Management:

• Administer and maintain Citrix environments, including XenApp, XenDesktop, Citrix ADC (NetScaler), and Citrix Cloud.
  
• Troubleshoot and resolve escalated Citrix issues related to performance, access, and application delivery.
  
• Optimize Citrix configurations for scalability, reliability, and user experience.
  
• Conduct regular health checks, performance tuning, and capacity planning for Citrix infrastructure.
  
• Manage and deploy virtual desktops and applications in a Citrix environment.
  

Lotus Notes/Domino Administration:

• Provide advanced support for IBM Lotus Notes/Domino, including email routing, replication, and database management.
  
• Troubleshoot complex issues involving Lotus Notes clients and servers.
  
• Implement and manage Lotus Notes security policies, including user authentication and encryption.
  
• Plan and execute upgrades, migrations, or integration of Lotus Notes/Domino environments.
  

Exchange Server Administration:

• Oversee the configuration, maintenance, and troubleshooting of Microsoft Exchange servers (on-premises and cloud).
  
• Handle escalations related to email delivery, mailbox access, and performance issues.
  
• Manage and optimize Exchange Online (Office 365) environments, ensuring secure and efficient email services.
  
• Implement and enforce retention policies, security settings, and spam filters.
  

End-User Support:

• Act as the final escalation point for L1 and L2 teams, resolving complex end-user computing issues.
  
• Collaborate with other IT teams to ensure seamless integration of EUC systems with broader infrastructure.
  
• Provide guidance and training to junior analysts and end-users on best practices.
  

System Monitoring and Optimization:

• Use monitoring tools to identify and resolve potential issues before they impact users.
  
• Analyze trends in incidents and recommend improvements to systems and processes.
  
• Automate routine administrative tasks using scripting (e.g., PowerShell, VBScript).
  

Compliance and Security:

• Ensure EUC systems meet security and compliance requirements.
  
• Manage user access and permissions across Citrix, Lotus Notes, and Exchange platforms.
  
• Conduct regular audits and implement security patches and updates.
  

Required Skills and Qualifications:

Technical Skills:

• Deep expertise in Citrix environments, including XenApp, XenDesktop, Citrix ADC (NetScaler), and Citrix Cloud.
  
• Advanced knowledge of Lotus Notes/Domino administration, including database replication and troubleshooting.
  
• Proficiency in Microsoft Exchange Server (on-premises and cloud/Office 365) administration and troubleshooting.
  
• Experience with scripting (e.g., PowerShell) for automation and reporting.
  
• Familiarity with EUC monitoring tools such as Citrix Director, SolarWinds, or similar platforms.
  

Experience:

• 5+ years in end-user computing or infrastructure roles, with at least 2 years in an L3 capacity.
  
• Proven track record in managing and supporting Citrix, Lotus Notes, and Exchange systems.
  
• Experience in performing system upgrades, migrations, and integrations.
  

Soft Skills:

• Strong analytical and troubleshooting skills for resolving complex EUC issues.
  
• Excellent communication skills for interaction with end-users and cross-functional teams.
  
• Ability to work independently and prioritize tasks in high-pressure environments.
  

Preferred Qualifications:

• Certifications: Citrix Certified Professional - Virtualization (CCP-V), Microsoft Certified: Messaging Administrator Associate, or equivalent.
  
• Experience with hybrid environments combining on-premises and cloud-based solutions.
  
• Familiarity with additional EUC technologies such as VMware Horizon or Intune.