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Tech Support Jobs at Citrix

at | Posted on 26 March, 2014
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Job Description

1. Associate Technical Support Engineer XA/XD (Req no: 19495)

Position Summary

 

Associate Technical Support Engineer is responsible for responding to and resolving complex customer problems via phone, email and remote access for Citrix products. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. Isolate and provide resolution to customer issues or qualify the customer issue for senior level assistance or other vendor assistance. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues. Actively participate in some or all phases of the software development and maintenance cycle. These phases include working on customer-based problems dealing with both the Escalation Team as well as Third Level development on reproducing and researching customers' issues, troubleshooting, debugging, documentation, building lab environments, software maintenance, and testing.

 

Responsibilities

The primary duties for this position include but are not limited to:

 

Technology Proficiency

* Provide technical assistance to customers on Citrix products via phone, email and/or remote access.

* Perform advanced problem analysis and isolate problems of a complex level of difficulty.

* Reproduce customer issues in house.

* Obtain CCA certification within 3 months

* Publish articles in our in-house knowledgebase.

* Able to learn a wide variety of technologies at a rapid pace

 

Communication

* Document customer problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system.

* Ensure telephone ACD queue coverage accounts for 70% of time spent in direct customer contact.

* Communicate appropriately and provide regular updates to customer and management.

 

Teamwork

* Achieve and maintain targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.

* Along with the Technical Support Manager, set realistic personal training and product certification goals.

* Leadership and Entrepreneurship (Excellence Orientation) Qualifications and Requirements Qualifications.

 

Business

* Understanding of Citrix mission and corporate objectives and ability to apply this knowledge within Citrix and for customer facing issues.

 

Planning

* Organization and work planning skills required.

* Ability to work on multiple issues and prioritize work accordingly to business processes.

 

Problem Solving

* Must possess good problem solving and analytical skills.

* Ability to diagnoses technical problems; research and identify appropriate solutions.

 

Entrepreneurship

* Must be able to identify and develop new innovate ways to better service our customers.

 

Professional Communication

 

* An excellent customer service attitude and the ability to interact with customers in a professional manner are required.

* Must have the ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance

* Strong written and verbal communication skills

 

Leadership

* Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner.

* Can do attitude with a strong will to lead by example

* Ability to follow directions and be self motivated.

 

Qualifications and Requirements

* Minimum of 3 years experience in a Tech Support environment.

* Experience in working with Windows 2003/2008 Servers in a networked environment.

* Experience in working with Windows XP/Win7/Vista

* Experience in configuration of Active Directory, DHCP and DNS.

* Good understanding of Network troubleshooting.

* Good understanding of Network Storage systems and associated protocols. Configuring and troubleshooting NAS, SAN, NFS will be a plus.

* Fundamental knowledge of XenServer, VMware or MS Hyper-V technologies will be a plus.

* Should have excellent verbal and written communication skills.

 

This position will require you to work on night shifts with a potential for extended coverage

 

 

 

2. Manager Tech Support 2 (Req no: 20878)

• Responsible for overseeing customer technical support engineers in providing assistance to customers and resellers in problem identification and resolution.

• Manages daily activities of one or more support teams, and specializes in support targeting high-end Enterprise level customers or channel partners with advanced support needs.

• May include management of Technical Resource Managers (TRMs) in providing advanced-level proactive customer support services. Establishes staff schedules for ACD queue coverage and individual or group training sessions.

• Conducts regular 1:1 and team meetings to evaluate individual and team performance, and facilitate development of proficiency in both technical skills and general customer service skills. Must participate in rotational 'on-call manager' operation, and must become familiar with intricacies of worldwide 'follow the sun routing'. Qualifications and Requirements: Business

• Excellent understanding of Citrix mission and corporate objectives and ability to apply this knowledge within Citrix and for customer facing issues.

• Full knowledge of Citrix support processes and escalation paths.

• Citrix business Savvy Planning

• Organisation and work planning skills required.

• Ability to work on multiple issues and prioritize work accordingly to business processes.

• Regularly participates in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery. Technical

• Must possess an extensive knowledge and experience of windows/Linux/virtualization with total exp 7-10 Yrs overall.

• Skilled in leading personnel associated with account management at the enterprise level.

• Knowledge of call center processes, terminology.

• Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.

• Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.

• Experience implementing team processes and monitoring effectiveness preferred. Problem Solving

• Superior customer service skills with demonstrated experience troubleshooting and providing effective follow-through.

 

Requirements:

• Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.

• At least 2 - 3 years of management experience in a technical support environment, with advanced customer interaction skills.

• Previous account management or account executive skills required, with ability to organize and track multiple projects.

• Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis.

 

 

3. Senior Technical Support Engineer (Req no: 21501)

Position Summary

 

Senior Technical Support Engineer is responsible for responding to and resolving complex customer problems via phone, email

and remote access for Citrix products. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. Isolate and provide resolution to customer issues or qualify the customer issue for senior level assistance or other vendor assistance. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues. Actively participate in some or all phases of the software development and maintenance cycle. These phases include working on customer-based problems dealing with both the Escalation Team as well as Third Level development on reproducing and researching customers’ issues, troubleshooting, debugging, documentation, building lab environments, software maintenance, and testing. Responsibilities The primary duties for this position include but are not limited to:

 

Technology Proficiency

• Provide technical assistance to customers on Citrix products via phone, email and/or remote access. • Perform advanced problem analysis and isolate problems of a complex level of difficulty.

• Reproduce customer issues in house.

• Obtain RHCT certification within 1 year of service.

• Obtain CCA certification within 3 months

• Publish articles in our in-house knowledgebase.

• Able to learn a wide variety of technologies at a rapid pace

 

Communication

• Document customer problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system.

• Ensure telephone ACD queue coverage accounts for 70% of time spent in direct customer contact.

• Communicate appropriately and provide regular updates to customer and management.

 

Qualifications and Requirements

* Minimum of 4 years experience in a Tech Support environment.

* Experience in working with Linux Operating system – particularly Linux installation, the boot process, Linux file system, RPM installation, Log file analysis, Logical Volume Manager, Editing Linux config files.

 

 

* Basics of bash scripting.

* Good understanding of Network Storage systems and associated protocols. Configuring and troubleshooting NAS, SAN, NFS will be a plus.

* Basic Networking knowledge about workings of a Switch, Router and VLANs concepts.

* Should have excellent verbal and written communication skills.

 

 

4. Technical Support Engineer (Req no: 20752)

Position Summary

Associate Technical Support Engineer is responsible for responding to and resolving complex customer problems via phone, email and remote access for Citrix products. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. Isolate and provide resolution to customer issues or qualify the customer issue for senior level assistance or other vendor assistance. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues. Actively participate in some or all phases of the software development and maintenance cycle. These phases include working on customer-based problems dealing with both the Escalation Team as well as Third Level development on reproducing and researching customers' issues, troubleshooting, debugging, documentation, building lab environments, software maintenance, and testing.

 

Responsibilities

The primary duties for this position include but are not limited to:

 

Technology Proficiency

* Provide technical assistance to customers on Citrix products via phone, email and/or remote access.

* Perform advanced problem analysis and isolate problems of a complex level of difficulty.

* Reproduce customer issues in house.

* Obtain CCA certification within 3 months

* Publish articles in our in-house knowledgebase.

* Able to learn a wide variety of technologies at a rapid pace

 

Communication

* Document customer problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system.

* Ensure telephone ACD queue coverage accounts for 70% of time spent in direct customer contact.

* Communicate appropriately and provide regular updates to customer and management.

 

Teamwork

* Achieve and maintain targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.

* Along with the Technical Support Manager, set realistic personal training and product certification goals.

* Leadership and Entrepreneurship (Excellence Orientation) Qualifications and Requirements Qualifications.

 

Business

* Understanding of Citrix mission and corporate objectives and ability to apply this knowledge within Citrix and for customer facing issues.

 

Planning

* Organization and work planning skills required.

* Ability to work on multiple issues and prioritize work accordingly to business processes.

 

Problem Solving

* Must possess good problem solving and analytical skills.

* Ability to diagnoses technical problems; research and identify appropriate solutions.

 

Entrepreneurship

* Must be able to identify and develop new innovate ways to better service our customers.

 

Professional Communication

* An excellent customer service attitude and the ability to interact with customers in a professional manner are required.

* Must have the ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance

* Strong written and verbal communication skills

 

Leadership

* Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner.

* Can do attitude with a strong will to lead by example

* Ability to follow directions and be self motivated.

 

Qualifications and Requirements

* Minimum of 3 years experience in a Tech Support environment.

* Experience in working with Windows 2003/2008 Servers in a networked environment.

* Experience in working with Windows XP/Win7/Vista

* Experience in configuration of Active Directory, DHCP and DNS.

* Good understanding of Network troubleshooting.

* Good understanding of Network Storage systems and associated protocols. Configuring and troubleshooting NAS, SAN, NFS will be a plus.

* Fundamental knowledge of XenServer, VMware or MS Hyper-V technologies will be a plus.

* Should have excellent verbal and written communication skills.

 

Salary

Not disclosed

Experience

Not mentioned

About Company

Citrix Systems, Inc. is an American multinational software company founded in 1989, that provides server and desktop virtualization, networking, software-as-a-service, and cloud computing technologies, including Xen open source products.

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