Technical Support Engineer - Virtualization
Citrix Systems
San Francisco, Costa Rica
hace 5 días

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 :

You love solving problems and enjoy learning new technologies. You have 2+ years supporting end users, as well as, providing Microsoft Windows server support.

You have developed a strong practical understanding of the Active Directory and common networking protocols.

If you also have industry certifications (MCSE, MCA, or CCA), have 2+ years of supporting enterprise customers in the Virtualization field, we’d love to speak with you!

Position Overview

The Technical Support Engineer is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate for Citrix Cloud, Citrix Virtual Apps, and Citrix Virtual Desktops.

The Technical Support Engineer focuses on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyse, and provide resolution to customer issues.

Customer size can range from Small Business to Large Enterprise.

Role Responsibilities

  • 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, and other appropriate channels
  • Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and / or management
  • Achieves and adhering 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

  • Requires practical knowledge of job area typically obtained through advanced education combined with experience.
  • Typically requires a University Degree or equivalent experience and minimum 2 years of prior relevant experience; or an advanced degree without experience.
  • 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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