Responsible for the review and qualification of support calls submitted for escalation by Citrix Support Representatives
worldwide. Maintain the flow of communication between Customers and Engineering throughout the issue resolution process.
Responsible for conducting a complete analysis, reproducing the issues and recommending workarounds. Provides 1st line
analysis of network traces, debug files and reproduction of technical incidents.
Primary Duties / Responsibilities
The primary duties for this position include but are not limited to:
Communicate with customers via telephone or written correspondence regarding technically complex problems
identified in Citrix software products.
Manage relationships with those customers until the issue is resolved.
Write technical articles for the knowledge base.
Work jointly with escalation level to identify customer issues.
Participation in a 24x7 on call rotation as & when required.
Qualifications (knowledge, skills, abilities)
Requirements (Education, Certification, Training, and Experience)
Position requires BS in Computer Science or at least one year support/system administrator experience with Linux. Must also
have at least 1-year experience in customer support or equivalent experience and have a positive customer service attitude.
Must be willing to work in night shifts in rotation, and also be willing to travel if required.
Technical Skills Requirements:
A candidate should have experience with the following concepts and/or technologies:
Solid knowledge of the latest Server, Storage & Networking technologies and communication Protocols
Understanding of Linux/Unix (LVM, NFS, Open iSCSI, IPtables, Cron, ext3, boot process)
Understanding of networking (especially VLANs, basic to intermediate routing/switching)
Basic to intermediate knowledge of Microsoft Windows.
Experience with NAS/SAN technologies and protocols (iSCSI, NFS, CIFS)
Understanding of virtualization concepts (XenServer, KVM, OpenStack, HyperV, VirtualBox)
Understanding of networking
Basic knowledge of Windows Operating System
o Cisco CCNA preferred
o IP addressing and subneting, NAT concept, VLANs, Routing and Switching fundamentals, The TCP/IP and OSI
models, LAN/WAN technologies.
Basic understanding of Windows AD domain, DNS, DHCP, etc
A basic to intermediate understanding of Windows 2003/2008 server
Microsoft Certified - MCSE / MCP preferred.
This position will require you to work on night shifts with a potential for extended coverage.