Technical Support Engineers

Technical Support Engineers

Technical Support Engineers


Location
Ireland, Dublin


Req # 13286
Functional Area
Technical Support


Preferred Experience
Mid-Career Level


Preferred Education
Bachelors Degree








Position Summary
Technical Support Engineer - ADD

About Citrix

Citrix Systems, Inc. (NASDAQ:CTXS) is a leading provider of virtualization, networking and software-as-a-service (SaaS) technologies for more than 230,000 organizations worldwide. Our Citrix Delivery CenterT, Citrix Cloud CenterT (C3) and Citrix Online Services product families radically simplify computing for millions of users, delivering applications as an on-demand service to any user, in any location on any device. Citrix customers include the world's largest Internet companies, 99 percent of Fortune Global 500 enterprises. Citrix partners with over 10,000 companies worldwide in more than 100 countries. Founded in 1989, annual revenue in 2010 was $1.9 billion

Position Summary:

The Technical Support Engineer is responsible for the support of Citrix Systems. S/he follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. S/he uses fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues.

Primary Responsibilities:

. Providing technical assistance to high-profile customers (enterprise end-user and reseller) on Citrix products
. Reproducing and troubleshooting customer problems
. Perform advanced problem analysis and isolate problems of a complex level of difficulty
. Documenting customer problem information, recommendations and resolution in a clear and concise manner
. Contribute to our in-house knowledge base, writing quality articles to be used by customers and peers at work
. Providing technical issue escalation recommendations as needed using appropriate methodology
. Promote a team environment by assisting co-workers whenever necessary to enhance the professional development of everyone within the organization
. Along with the Technical Support Manager, set realistic personal training and product certification goalsQualifications and Requirements
Qualifications & Requirements:

. Strong knowledge of Windows 2000/2003 server and 2008 in a network environment. Must also possess a very strong understanding of the administration features of Microsoft Windows 2000/2003 and 2008
. A strong understanding of networking, including detailed knowledge in protocols in general (ex:TCP/IP)
. An excellent customer service attitude and the ability to interact with customers in a professional manner are required
. Must possess good problem solving, analytical and communication skills. Requires the ability to work in a fast paced environment and use judgement in handling customer calls and providing technical assistance.
. Must have a strong understanding of the Core Citrix products (XenApp, XenDesktop, etc..)
. Must have a good understanding of Terminal Services
. Knowledge of one or more programming languages (Java, C++, C#, etc..) is a plus
. Scripting knowledge is a plus
. Must be fluent in English, any additional European language is a plus