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Technical Support Engineer

hace 1 mes

Heredia, Costa Rica SGF Global A tiempo completo

DESCRIPTION

The Company builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together

**What we're looking for**:
We're looking for an outstanding Technical Support Engineer You love solving problems, enjoy learning new technologies and working in a collaborative team environment. You have 2 years supporting end users, as well as, providing server and networking support. You have developed a strong practical understanding of Active Directory and common networking protocols.

If you also have 2+ years of supporting enterprise customers in the server administration, general networking knowledge of common protocols (such as TCP/IP), we’d love to speak with you

**Position overview**

A Technical Support Engineer is responsible for providing assistance to our customers via diverse channels as appropriate for Citrix Cloud, Company Virtual Apps, and Company Virtual Desktops. You will focus on in-depth problem analysis of Company products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to their issues. Customer size can range from Small Business to Large Enterprise.

**Primary responsibilities**

Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by utilizing multi-functional working relationships in their area of expertise.

Provides problem report prioritization for the Engineering team.

Write and review sophisticated technical articles and case studies for our knowledge base, using the customer reported cases, product specifications, and previous experience.

Build SME expertise in at least one of the Company Software products and develop an understanding of the wider Software product suite.

Participation in a 24x7 on-call rotation.

Opportunity to develop project management skills through participation in projects.

**Basic qualifications**

Requires practical knowledge of Active Directory, smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone.

University Degree or equivalent experience and minimum 2 years of relevant experience; relevant internships and graduate course work will be taken into account.

English professional proficiency with excellent verbal and written communication skills.

**Preferred qualifications**:
Windows Server Experience - including Windows Server 2012/MS Exchange/ActiveSync

Networking experience: SSL, DNS, and TCP/IP

Authentication experience: LDAP/Active Directory/Radius

Database experience: MySQL or SQLServer