Senior Technical Support Specialist for Enterprise Endpoint Solutions
hace 15 horas
We are seeking an exceptional Senior Escalation Engineer to join our team at Cloud Software Group. This role involves providing top-notch customer service experience by identifying and resolving complex issues related to Citrix Endpoint Management.
The successful candidate will focus on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to their issues. Customer size can range from Small Business to Large Enterprise.
This is a challenging opportunity for a technically skilled professional who enjoys working with customers to resolve complex technical issues. The ideal candidate will possess strong critical thinking and problem resolution skills, with a proven ability to work effectively in a fast-paced environment.
Key Responsibilities:
- Act as a technical interface between the customer and 3rd Level Engineering/Product Development teams
- Provide problem report prioritization for the Engineering team
- Write and review sophisticated technical articles and case studies for our knowledge base
- Demonstrate expertise in at least one Citrix software product and have a solid grasp of at least one adjacent product
- Develop and review advanced technical training for internal and external audiences across multiple products or components
- Participate in a 24x7 on-call rotation
Requirements:
- 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
- Working understanding of desktop solutions and support
- Working understanding of mobile OS (iOS, Android)
- Brief understanding of databases (SQL preferred)
- Brief understanding of SAN technologies
- General knowledge of scripting (Powershell etc) or introductory coding knowledge
- Working understanding of Windows Internals
- Experience with designing/architecting mid-to-enterprise level solutions
Basic Qualifications:
- 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
Candidates should be passionate about delivering exceptional customer experiences and have excellent communication and problem-solving skills. If you're a motivated and detail-oriented individual looking to take your career to the next level, we encourage you to apply.
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