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Senior Escalation Engineering Specialist
hace 2 meses
We're seeking an accomplished Senior Escalation Engineer to join our team. As a key member of our support group, you will deliver exceptional customer service by identifying and resolving complex issues related to Citrix Endpoint Management. With a strong background in enterprise support and critical thinking skills, you will excel in this role.
**Job Overview**
A Senior Escalation Engineer is responsible for providing in-depth technical assistance to our clients via various communication channels. Your primary focus will be on analyzing complex problems related to Citrix products and their integration into customer environments. You will utilize your technical expertise to isolate, analyze, and provide effective solutions to our clients' issues. We cater to clients of all sizes, from small businesses to large enterprises.
**Key Responsibilities**
- Serve as a technical liaison between our clients and our 3rd Level Engineering / Product Development teams by providing clear issue documentation and leveraging your expertise to resolve complex issues.
- Prioritize problem reports for the Engineering team to ensure timely resolution.
- Develop and review sophisticated technical articles and case studies for our knowledge base, utilizing customer-reported cases, product specifications, and your previous experience.
- Establish yourself as an authority on at least one of our Citrix Software products and demonstrate a solid understanding of adjacent products. Create and review advanced technical training for internal and external audiences across multiple products or components.
- Participate in a 24x7 on-call rotation to ensure seamless support.
- Provide guidance, coaching, and training to other employees within the job area and may be responsible for managing projects at this level, delegating work, and reviewing others' work products.
**Requirements**:
We're looking for a candidate with a minimum of 5+ years of IT support experience. Additionally, you should have a working understanding of Active Directory, Group Policies, and Windows Server Architecture, as well as networking protocols, security technologies, and topography. You should also be familiar with desktop solutions and support, mobile OS (iOS, Android), basic databases (SQL preferred), and SAN technologies. General knowledge of scripting (Powershell, etc.) or introductory coding knowledge is also required. Experience designing and architecting mid-to-enterprise-level solutions is a plus.
**Basic Qualifications**
- A university degree or equivalent experience and a minimum of 5+ years of relevant experience, or an advanced degree without experience.
- Smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone.
**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
