Solution Specialist

Job Description (JD): SysTrack Admin (Lakeside SysTrack / DEX)

Role Summary

The SysTrack Admin is responsible for the setup, administration, and operational support of the Lakeside SysTrack platform to enable EUC / Digital Employee Experience (DEX) monitoring and analytics across enterprise environments. This role partners with EUC, infrastructure, and transformation teams to ensure successful deployments, accurate data insights, and continuous workspace performance optimization across desktops, laptops, and VDI.

Key Responsibilities

SysTrack Platform Administration & Operations

• Own the end-to-end administration of the Lakeside SysTrack monitoring platform (setup, configuration, upgrades, health checks).
• Perform ongoing platform support, ensuring availability, data integrity, and operational readiness.
• Manage SysTrack components and ensure secure integration with existing enterprise systems.

Deployment Planning & Implementation

• Lead deployment initiatives including:
  • Deployment readiness assessments across customer environments (physical endpoints + VDI)
  • Creation of deployment plans, roll-out strategies, and success criteria
  • SysTrack architecture/design aligned to enterprise standards and customer specifications
• Install, configure, and test SysTrack infrastructure components (as applicable) and coordinate with implementation teams.
• Deploy SysTrack agents across endpoints at scale, ensuring minimal performance impact and maximum data quality.

Monitoring, Reporting & DEX Analytics

• Deliver EUC/DEX monitoring and analytics for workspace health, experience scores, application performance, and stability.
• Build and maintain dashboards, reports, and insights to track:
  
  • Workspace performance trends
  • Endpoint health and reliability
  • Application usage/performance analytics
  • User experience insights and degradation signals
• Identify improvement opportunities and support workspace performance optimization initiatives.

Troubleshooting & Continuous Improvement

• Conduct deep-dive analysis for endpoint/device issues using SysTrack telemetry.
• Troubleshoot and resolve issues related to:
  • Agent performance/data gaps
  • Endpoint anomalies
  • Application performance concerns
  • SysTrack platform integration/communication issues
• Collaborate with EUC and infrastructure teams to drive root cause analysis (RCA) and corrective actions.

Stakeholder Management & Documentation

• Communicate complex technical insights in a clear, business-friendly way to non-technical stakeholders.
• Provide documentation for operational procedures, deployment runbooks, architecture diagrams, and support playbooks.
• Support customer or internal stakeholder reviews with data-backed recommendations and status updates.

Required Skills & Experience

Core Technical Skills

• Strong hands-on experience administering Lakeside SysTrack
• Solid experience in EUC / DEX monitoring, reporting, and analytics
• Strong understanding of endpoint monitoring, diagnostics, and troubleshooting
• Proficiency in workspace performance analysis and optimization
• Good working knowledge of:
  • Networking fundamentals
  • Server management / platform operations
  • Scripting (PowerShell preferred)

Operational & Enterprise Readiness

• Experience supporting enterprise-scale environments, including large endpoint estates.
• Proven capability to manage deployments end-to-end: planning design installation configuration testing validation.
• Strong troubleshooting, problem-solving, and data analysis mindset.

Soft Skills

• Strong stakeholder communication—able to translate technical data into actionable outcomes.
• Strong documentation skills and attention to detail.

Preferred / Nice-to-Have

• Background in IT Infrastructure / EUC operations
• SysTrack Admin Certified
• Experience supporting transformation, migration, or workplace modernization initiatives
• Knowledge/experience with:
  • VDI environments (Citrix/VMware/AVD, etc.)
  • Windows 11 and MAC OS experience
  • Windows performance tuning and troubleshooting
  • Application analytics and digital experience monitoring

Key Deliverables / Success Measures

• Successful SysTrack platform rollout and stable operations
• High agent deployment coverage with accurate telemetry collection
• Actionable DEX insights delivered via dashboards/reports
• Reduced endpoint performance issues through proactive monitoring and RCA
• Strong stakeholder satisfaction through clear communication and documentation