工作地点：南京

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 medium to 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 may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and/or management.

Qualifies more complex customer issues for assistance from the escalation team or other vendors.

You will support Citrix Networking products like Citrix Netscaler, CloudBdrige and Xenmobile.

Job Description:

• Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.
• Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction 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 moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
• Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers
• Participation in a 24x7 on duty rotation is required occasionally.
• Occasionally conduct onsite mission.

Qualification:

• Ability to obtain advanced Citrix certification within 1 year of service.
• Ability to obtain basic major vendor third party certifications.
• Proven ability to work on multiple issues and prioritize work accordingly to business processes
• Can do attitude with a strong will to lead by example
• Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner
• Strong communication and negotiation skill for leading critical discussion and expectation management.
• Strong logical/critical thinking and problem resolution skill.
• Excellent English communication skills both written and verbal.
• Strong understanding of Linux operation system (boot process, iptables, cron, udev, nfs, etc.).
• Strong knowledge of networking( Routing, switching, VLAN, firewall, load balance etc.)
• Strong understanding of common protocols (such as TCP/IP, NAT, DHCP,DNS etc.)
• IT administration
• Various Networking hardware working mechanism
• Java programming and debugging
• Shell, Python, or Perl Scripting languages.

Requirements:

• Bachelor degree or above
• At least 2 years of experience in a technical customer support environment or field experience.
• The individual must have at least 1 year experience with products and technologies in an Enterprise environment.
• Ability to work both independently and well with others
• Outstanding problem-solving skills with an eye for details and the desire to problem solve
• Must have CCNP or equivalent certificate.
• Certificate of MCSE or CCIE is a strong plus.

上班地址：九龙湖国际企业园