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Enterprise Support Lead
hace 2 semanas
About Cloud Software Group
">We are a leading provider of innovative cloud software solutions. Our team is dedicated to delivering exceptional customer experiences and we're seeking a skilled Senior Escalation Engineer to join our Escalation Engineering team.
">The successful candidate will be responsible for providing world-class customer service, troubleshooting complex technical issues, and collaborating with engineering teams to resolve problems in Citrix Virtual Apps & Desktops.
">This role requires strong critical thinking and problem resolution skills, as well as excellent communication and interpersonal skills. If you have 5+ years of experience in Enterprise support and a passion for solving challenging technical problems, we'd love to hear from you.
">Key Responsibilities
">- Independently resolve complex customer issues using effective communication and follow-through.
">- Collaborate with engineering teams to prioritize problem reports and provide clear issue documentation.
">- Develop and review advanced technical training materials for internal and external audiences.
">- Participate in a 24x7 on-call rotation and may be responsible for guiding and coaching other employees within the job area.
">Requirements
">- Bachelor's degree in Computer Science or 5+ years of experience in a Tech Support environment.
">- English professional proficiency with strong written and verbal communication skills.
">- Strong knowledge of Active Directory, Group Policies, and Windows Server Architecture.
">- Experience with virtualization technologies such as XenServer, VMware ESXi, Nutanix AHV, and Microsoft Hyper-V.
">- Familiarity with debugging, troubleshooting, and diagnostic tools such as WinDBG, WPR, Perfmon, and Event Logs.
">Preferred Qualifications
">- Knowledge of cloud solutions and desktop support.
">- General scripting knowledge (PowerShell, Shell, Python, or Perl Scripting languages).
">- Networking knowledge (Load balancing, Routing, switching, VLAN, Firewall, DMZ etc.).
">- Storage knowledge (NFS, Block Storage, Object Storage, replication, backup, iSCSI, Fiber Channel, RAID, disk technologies).
">About Us
">We are a leading provider of innovative cloud software solutions. Our team is dedicated to delivering exceptional customer experiences and we're committed to supporting our customers' success.
">Contact Us
">Please send your resume and cover letter to us.
