Technical Support Engineer

Position Summary

The Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of small to medium 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 uses fundamental technical troubleshooting skills obtained through performance of the role to isolate, analyze, and provide resolution to customer issues of minimal to moderate complexity, with some general instruction and oversight from team leads and/or management. Qualifies more complex customer issues for assistance from more senior level employees or other vendors.

Job Description

As a junior-mid level support engineer, you will provide technical support to customers who are working to implement Citrix products like XenServer, XenDesktop, XenApp and Netscaler. Ideally the candidate should have CS or EE master degree but we also encourage people with other majors to apply if you think you have the skills needed for this role and you have real proved performance (e.g. research thesis, tech articles, intern/working experiences) for your capabilities. We are looking for someone with very good Windows, Linux or networking skills and who is also eager to learn about virtualization. Working hours are generally Monday to Friday although you will be required to participate in an on-call stand-by over the weekend and night after 6-8 months.

Primary Responsibilities

At lease strong in one of the following technical areas and professional communication

• Communicate with customers via telephone or email regarding technical problems identified in Citrix products, managing the customer’s service request until the issue is resolved.

• Resolve customer technical issues through diligent research, reproduction, and troubleshooting

• Attention to detail is very important as you will be required to work on our customers production systems as part of the troubleshooting process.

• Provides technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access.

• Performs problem analysis and isolates problems of minimal to moderate complexity, with general instruction and oversight 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 relatively straightforward technical support issues in Citrix's online knowledgebase

• Documents cases, recommendations, and resolutions clearly in the CRM system.

Essential

At lease strong in one of the following technical areas and professional communication

• Windows skillset - Windows server and workstation operating systems. Active directory, Group policy, CPU/Memory/Disk performance tuning and problem troubleshooting.

• Linux skillset - DNS, file systems, daemons, network configuration, run levels (it’s all about the shell and NOT the GUI).

• Networking skillset – TCP and other most popular protocol, security, load balance, network sniffer analysis.

• Communication Skillset – Understand customer and good service sense. Fluent in English, TOEIC score >800

Desirable

• Coding experience and skills is a strong plus

• Database

• Virtualization products and concepts

• Storage (SAN/NAS, Raid)

• Any industry certificates of Microsoft, Cisco, Citrix or other companies.