Citrix Virtual Apps
hace 2 semanas
We are seeking an exceptional individual to join our Escalation Engineering team.
About the RoleThis position involves providing world-class customer service experience to customers and partners in problem identification and resolution on Citrix Virtual Apps & Desktops.
Main Responsibilities- Independently defuse sophisticated customer situations by using appropriate communication planning and follow-through that helps drive confident communication.
- Independently resolve the most technically complex, critically important, or politically hot customer issues.
- Be an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation and using productive multi-functional working relationships with senior-level players in their area of expertise.
- Bachelor of Science in Computer Science or 5+ years of demonstrated ability in a Tech Support environment including a minimum of 2-4+ years within an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.
- English professional proficiency with strong written and verbal communication skills, to be able to connect with senior management.
- Active Directory, Group Policies, and Windows Server Architecture.
- Virtualization: XenServer, VMware ESXi, Nutanix AHV, and/or Microsoft Hyper-V
- Debugging, troubleshooting, and diagnostic tools experience: WinDBG Dump analysis, WPR, Perfmon, Systernals, Event Logs and/or others.
- AWS, Azure, GCP and/or other Cloud solution provider
- Desktop solutions and support.
- General knowledge of scripting (PowerShell, Shell, Python, or Perl Scripting languages) or introductory coding knowledge.
- Naming Networking: Load balancing, Routing, switching, VLAN, Firewall, DMZ etc.
- Common protocols (such as TCP/IP, NAT, DHCP, DNS etc.)
- Storage basic: NFS, Block Storage, Object Storage, replication, backup, iSCSI, Fiber Channel, RAID, disk technologies or Solid grasp of Linux operation system (boot process, iptables, cron, udev, nfs, etc.)
- or Virtualized GPU Basics on-premises (XenServer, VMware ESX, Nutanix AHV, Microsoft Hyper-V) and/or Cloud (AWS, Azure or GCP): Nvidia vGPU, AMD MxGPU, Intel GVT, Dedicated GPUs (passthrough), virtual GPUs, hardware and software encoders and decoders, H.264/H.265, JPEG, RLE, YUV420, YUV444, FPS.
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