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Lead Technical Support Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

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.The position requires 4 to 5 years of related experience and/or bachelors degree in a related field. Citrix product certification and certification from Networking/Security vendors are also preferred (but not required). Qualifications and Skill Set RequirementsThe candidate should possess a Bachelor of Science or Engineering in Computer Information Systems or Computer Science or have the equivalent experience. The responsibilities and requirements for this position include but are not limited to Provide technical assistance to Citrix customers over phone and email.Clearly documents issues and resolutions in CRM system, and ensure proper customer engagement as per defined processes.Develops a deep technical understanding in a core Citrix hardware product line.Understand basic operating system/foundational technology principles related to Citrix hardware products.Exhibit excellent verbal and written communication skills.Demonstrates good problem solving and analytical skills.Assess the severity of cases reported by customer and acts accordingly following the established guidelines.Use fundamental technical troubleshooting skills obtained in new hire training and 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.Reproduce customer issues in the Laboratory to verify problems and provide feedback to the customer or escalation team as needed.Builds frequently replicated customer environments to troubleshoot technical issues.Demonstrates good judgment of when to test changes, and when to stop and analyze key data before proceeding. Is able to define when to engage and collaborate with proper vendors.Demonstrates a professional and personable customer service attitude.Efficiently prioritize work items and/or customer requirements based on direction from senior team members or management.Provides timely status updates to internal and external Customers.Self-prioritize the majority of work items based on Customer requirements and proactively seeks guidance from senior team members and management.Keep customer's best interest as central point of focus and regularly receives high satisfaction ratings from customers. The candidate should have experience with the following products/concept /technologies Candidate should have a working knowledge of emerging mobile device management solutionDemonstrate proficiency in installation, configuration and support of Mobile Device Management (MDM)& enterprise level mobility solution.Demonstrate proficiency with the configuration and support of iOS, Samsung/ Android and Windows mobile devices.Experience installing, configuring and supporting Windows Server and Active Directory/LDAPUnderstanding of Linux OS from a day to day work prospectiveUnderstanding of SQL database management & Network Layer including VPN Technology.Hands on Experience Citrix products like Netscaler Storefront & XenApp/XenDesktop.Should have excellent verbal and written communication skills.Skills to be developed while in this role include but are not limited to Learns to use CRM and phone systems efficiently. Ensures that procedures are followed and keeps clear, detailed records.Identifies internal Citrix Support sites for documented technical issues.Demonstrates consistent and efficient use of CRM and phone systems, and knows how to effectively escalate problems with them.Demonstrates use of and awareness of external resources (such as Sites, tools..etc) for customer support issues.Understands escalation paths and when to utilize them.Demonstrates the ability to achieve and maintain targeted goals such as number of calls answered, number of cases closed or resolved, etc.Demonstrates a sense of ownership, ensuring smooth and efficient case handover to other teams or other engineers when appropriate.Shows the ability and willingness to take ownership of hot and/or more political cases escalated from less senior engineers.Self-monitors own stats and metrics performance.Reviews progress of own performance and tasks regularly and often.Write clear and with minimal grammatical errors multiple Knowledge base articles of medium to high complexity.Reviewing KB articles submitted by other engineers.Participate in Citrix Forums and contribute to Internal distribution lists (Help aliases)Consistently demonstrates drive to learn using self-paced training material.Attends required training courses and actively participates in training.Is able to complete all applicable entry to intermediate level relevant Citrix courses.Participates regularly in advanced technical training offered by Citrix related to their product area of focus.Mentoring new hires and less experienced Engineers.Perform frequent technical review of teams backlog.
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 4-5


Application Programming | Database Administration (DBA) | Desktop Support | Network Administration
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