Technical Support Network Expert
hace 4 días
**About Cloud Software Group**
We are a leading cloud software provider, serving over 100 million users globally. Our team values diverse perspectives and encourages learning, dreaming, and building the future of work.
**Position Overview:**
We seek a skilled Networking Technical Support Engineer to deliver exceptional customer service and resolve technical issues related to Citrix ADC.
The successful candidate will utilize their troubleshooting expertise to identify, analyze, and provide solutions to customer inquiries. This role requires a results-oriented approach and the ability to thrive in a fast-paced environment.
**Key Responsibilities:**
- Conduct sophisticated problem analysis and address moderate to high complexity issues with minimal guidance from team leads or management.
- Meet established Service Level Agreements and Key Performance Indicators, consistently achieving and maintaining high standards of customer support.
- Validate and qualify complex customer issues and assess their business impact, potentially collaborating with senior team members or external vendors.
- Contribute to the Citrix knowledge base by creating or updating technical articles/documents that focus on issue resolution or prevention.
- Clearly document cases, recommendations, and resolutions in the Customer Relationship Management (CRM) system.
- Ensure that work is performed within acceptable time schedules and meets quality standards and customer commitments.
**Qualifications:**
- 2+ years practical knowledge of networking acquired through advanced education combined with relevant experience.
- University degree or equivalent experience, with a minimum of 2+ years of relevant experience; alternatively, an advanced degree without experience.
- Proficient in English, with excellent verbal and written communication skills.
- Industry certifications such as CCNA, CCNP, Network+, or Telematic Engineering may be beneficial.
**Company Values:**
We are committed to Equal Employment Opportunity (EEO) and compliance with all federal, state, and local laws that prohibit employment discrimination on various grounds.
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