Position Summary Technical Support Engineer - Networking x 2
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 worldwideCitrix partners with over 10,000 companies worldwide in more than 100 countries. Founded in 1989, annual revenue in 2008 was $1.6 billion. For further information www.citrix.com
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. She/he uses fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues.
Primary Responsibilities:
The primary duties for this position include, but are not limited to: . Providing technical assistance to high-profile customers (enterprise end-user and reseller) on Citrix products via phone or email (including international customers from all over the world during their out of their business hours ) . Working mainly with NetScaler, Access Gateway, Advanced Access Control and any other products belonging to the Citrix Application Networking Group (ANG). . Maintain the highest levels of customer satisfaction . Monitor backlog of cases for assigned customers . Create Knowledge Base articles and white papers to help increase customer awareness of complex Support issues . Perform advanced problem analysis and isolate problems of a complex level of difficulty while documenting customer problem information, recommendations, and resolution in a clear and concise manner into our CRM tool (Siebel) Identifying and clearly documenting issues requiring escalation, for complex problem resolution and/or product life cycle management . 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 . A Bachelor of Science in Computer Information Systems or equivalent experience . At least three years of experience in enterprise technical support, help desk, or systems/network administration . Must possess a working knowledge of IBM PC compatible technology and Windows 2003 server /2008 in a network environment. . Must also possess a good understanding of the administration of Microsoft Windows 2003/2008 server operating systems. . Must have a strong understanding of application transport and network infrastructure protocols . Have a positive and "can do" attitude . 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 judgment in handling/prioritising customer calls and providing technical assistance. . Proven experience working effectively under pressure . Willingness to learn and perform additional duties if requested (such has on site support, supportability product reviews with the engineering teams...),
