Technical Support Expert

hace 13 horas


San José, San José, Costa Rica Cloud Software Group A tiempo completo

We are seeking an exceptional Technical Support Expert to join our Cloud Software Group team. As a Senior Escalation Engineer, you will be responsible for providing top-notch customer service experience by identifying and resolving complex issues on Citrix Endpoint Management.

A successful candidate will have 5 years of proven ability in Enterprise support teams and strong critical thinking and problem resolution skills.

**Primary Responsibilities:**

  • Act as an effective technical interface between customers and 3rd Level Engineering/Product Development teams.
  • Provide clear issue documentation and utilize multi-functional working relationships in your area of expertise.
  • Prioritize problem reports for the Engineering team.
  • Write and review sophisticated technical articles and case studies for our knowledge base.

**Requirements:**

  • Preferred minimum 5+ years of IT support experience.
  • Working understanding of Active Directory, Group Policies, and Windows Server Architecture.
  • Working understanding of networking protocols, security technologies, and topography.

**Basic Qualifications:**

  • Requires practical knowledge of job area typically acquired through advanced education combined with experience.
  • University Degree or equivalent experience and minimum 5+ years of relevant experience; or an advanced degree without experience.


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