Overview:

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!

You will be responsible for providing technical assistance on Citrix products to customers of 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 often assists less senior colleagues - conducting cases reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Job Description:

• Provides technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access.
• Works independently to perform advanced problem analysis and isolate problems of high complexity.
• 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 complex technical support issues in Citrix's online knowledgebase, reviews others' articles, and contributes on internal forums and distribution lists
• Documents cases, recommendations, and resolutions clearly in the CRM system, reviews colleague’s cases on regular basis
• Participates in and contributes to team/department projects
• Prepares and delivers technical training to peers

Qualifications:

• Obtains advanced major third party certifications
• Ability to work across team to find most appropriate solutions for customers
• Proven track of identifying and developing enhancements to Support process and methodology
• Ability to identify and develop new innovative ways to better service our customers.
• Possess excellent logical thinking, problem solving and communication skills
• Strong knowledge of one of the below technologies:
  
  • Web technology like: HTTP/HTML/JavaScript/PHP/ASP
  • Networking (Routing, Switching, Firewall, TCP/IP, etc.)
• Familiar of common L7 protocols, such as FTP, DHCP, DNS, etc.
• Knowledge of OS, especially Linux/FBSD
• Shell, Python, or Perl Scripting languages is a strong plus
• C programming and debugging experience is a plus
• Database skill is a plus

Requirements:

• Recommended 5+ years Technical Support Industry experience.
• Proven track record of handling successfully difficult situations
• CCNP/CCIE/MCSE/RHCE/RHCA/Networking/OS certificate
• BEC/TOEIC/TOEFL/IELTS English certificate is Strongly Preferred

上班地址：九龙湖国际企业园