Overview

As a technical support engineer, you will be responsible for providing technical assistance on Citrix Virtual Apps and Desktops products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.

You will focus 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.

Primary Duties / Responsibilities

• 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 or none 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 conduct onsite mission.

• Qualifications and Requirements:

Qualifications

• Ability to obtain advanced Citrix certification within 6 months 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 knowledge of Windows operation system, Windows Active Directory, Group Policy, etc.
• Strong knowledge of networking (Routing, switching, VLAN, firewall, load balance, OVS, etc.)
• Strong understanding of common protocols (such as TCP/IP, NAT, DHCP, DNS etc.).
• Good understanding of Database/Storage technologies.
• Powershell Scripting languages.

Requirements

• Bachelor degree or above
• Must have 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
• Certificate of MCSE/CCIE/RHCE is a strong plus.

上班地址：九龙湖国际企业园

思杰系统公司 Citrix Systems, Inc.（纳斯达克股票代码：CTXS）于1989年创立于美国，旨在转变云计算时代人、企业和IT部门的工作与协作方式。借助其市场领先的云、协同、网络和虚拟化技术，帮助企业部署移动办公和云服务，使复杂的企业IT变得更加简单，从根本上转变企业拓展业务的模式。

2013年排名全球软件企业前25强，桌面和应用虚拟化市场排名第一，公共云市场排名第一。2013年总收入达到29亿美金。99%的财富500强企业都在使用思杰的解决方案，将IT作为一项按需服务来交付。其解决方案在全球有超过33万家企业及超过1亿用户中备受推崇。

思杰已连续多年入选全球“前50***雇主”，并于2014年被Glassdoor评为“25大最具文化与价值的公司”，并连续三年获选“年度员工选择奖”。

更多信息，请访问思杰官网: www.citrix.com