Technical Cloud Support Specialist
hace 2 semanas
**Job Summary**
A Technical Support Engineer at Cloud Software Group is responsible for providing top-notch assistance to our customers via various channels, focusing on in-depth problem analysis of Citrix products and their integration into customer environments.
The ideal candidate will utilize fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues. Customer size can range from Small Business to Large Enterprise.
**Key Responsibilities**
- Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams by providing clear issue documentation and 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 customer reported cases, product specifications, and previous experience.
- Builts SME expertise in at least one of the Citrix Software products and develop an understanding of the wider Software product suite.
- Participation in a 24x7 on-call rotation.
**Basic Qualifications**
The ideal candidate will possess practical knowledge of job area typically acquired through advanced education combined with experience. The candidate should have a University Degree or equivalent experience and minimum 2 years of relevant experience; or an advanced degree without experience.
Additionally, the candidate should have Smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone.
**Preferred Qualifications**
The following qualifications are highly desirable: 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.
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