We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device.
Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device : YOU!
What we're looking for :
Senior Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of medium to large size, scope, and / or political complexity - via phone, email and / or remote access.
The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments.
The incumbent may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and / or management.
Roles & Responsibilities
Provides technical assistance on Citrix products to customers of medium to large size, scope, and / or political complexity - via phone, email and / or remote access.
Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and / or management.
Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and / or more political cases escalated from less senior engineers
May participate to weekend follow the fun coverage and occasionally conduct onsite mission
Ability to obtain advanced Citrix certification within 1 year of service.
Ability to obtain basic major vendor third party certifications
Should have the 3 years degree regular course
Proven ability to work on multiple issues and prioritize work accordingly to business processes
Can do attitude with a strong will to lead by example
Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner
Strong communication and negotiation skill for leading critical discussion and expectation management.
Strong logical / critical thinking and problem resolution skill.
Experience with Microsoft Server Technologies (LDAP, ActiveSync, ISA / TMG)
Microsoft Certified Technology Specialist (MCTS) - Exchange or equivalent experience
Enterprise Mobility Management (EMM) - Apple iOS, Android & Windows
Cisco Certified Network Associate or Equivalent
Blackberry Enterprise Server (BES)
Database Experience MS SQL / MySQL
VMware Certified Professional or Equivalent
Public Key Encryption Infrastructure / SCEP
DNS, DHCP, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, Email
What you’re looking for :
Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do including how we work.
If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.
Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.
Functional Area : Tech Support