Technical Support Engineer - Networking
Citrix Systems
San Francisco, Costa Rica
hace 12 horas

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 :

We're looking for an outstanding Technical Support Engineer! You love solving problems, enjoy learning new technologies and working in a collaborative team environment.

You have 2 years supporting end users in Networking. You have developed a practical understanding of the OSI Model and common networking protocols.

If you also have 2+ years of supporting enterprise customers in the server administration, general networking knowledge of common protocols (such as TCP / IP), we’d love to speak with you!

Position overview

As a Networking Technical Support Engineer you will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix ADC.

You'll also utilize your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is results-oriented but the collaboration makes this opportunity one that is very exciting.

Primary responsibilities

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

Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and / or management.

Achieves and adheres to established Service Level Agreements and Key Performance Indicators.

Validates and qualifies complex customer issues and business impact which may require collaboration with more senior level team members or other vendors.

Contributes to the Citrix knowledgebase in the form of new or updated technical articles / documents focused on issue resolution or prevention.

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

Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments.

Some weekend work may be required.

Basic qualifications

Practical knowledge of job area acquired through advanced education combined with experience.

University Degree or equivalent experience and minimum 2 years of relevant experience; or an advanced degree without experience.

Solid grasp of the OSI Model.

English professional proficiency with excellent verbal and written communication skills.

Preferred qualifications :

Industry certifications : CCNA, CCNP, Network+

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

Tech Support

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