Job Description:

This role will stretch your analytic skills and your ability to debug the most complex and cutting edge issues on Citrix and Windows based technologies The escalation team is a global team with focus on supporting our customers You will be a primary contact, working with our engineering team who sustain our released products You also have the opportunity to assist in the growth of other Engineers through mentoring, training scenarios and collaboration during problem solving This will allow the freedom to broadly enable customer self-help by creating leveraged resources, automated self-help solutions, and sharing your expertise via social media Well provide you with abundant resources, including a rich content library, advanced diagnostic tools, and access to other Microsoft experts

In addition to supporting our customers, you will have the opportunity to develop a very successful career through partnering with other areas of the business, and developing new skills in one of the fastest growing areas of technology

At Escalation Team, we believe that Every Problem, comes with an Opportunity and Solution Would you like to join the worlds foremost debuggers who are trusted to enable the success of Citrix solutions worldwide If yes, then its your opportunity with highly skilled IT engineers

Primary Responsibilities

Key technical interface to 3rd level engineering and product development for the resolution of high impact or pervasive issues
Work with Engineering team on Supportability of product, new enhancement requests related to features and functionality, to improve customers experience
Use debugging techniques, tools, analyzing API flow, source code, etc to analyze, suggest or develop code to address issues
Build Subject Matter Expertise (SME) by periodic involvement during Product development phase, participating in LCM trainings and extensive product use
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas
Point of Contact for Complex technical issues escalated to Team though Architects, Consultants, SIs, Technical Relationship Managers, Internal Customer-facing Technical Support teams, etc
Manage relationships with those customers until the issue is resolved These problems may not only be technically challenging but politically charged and/or mission critical situations requiring the highest level of customer service
Acquire and coordinate resources from senior members of the escalation team as needed to troubleshoot and resolve customer issues
Represent Company and Team in Internal and External Technical Events and Seminars hosted by MVPs, 3rd party and Citrix Internal
May act as a focal point in cooperative relationships with other companies

Application and Desktop Support Team

Application and Desktop Delivery Support Team handles Citrix Software products that are used by 90 PERCENT of Fortune 500 companies Products involve Application virtualization App & Desktop Virtualization (Virtual App & Desktop, Hypervisor and other products like Single Sign-On, EdgeSight, Provisioning Server (PVS), Citrix Cloud etc This role give you opportunity to work closely with top companies and to work on complex issues that not only require advance troubleshooting skills but also require customer focus skills Engineers is this team are highly respected and recognized by Citrix customers and Partners all over the world

Why Citrix

Citrix respect diversity and believe in an Equal Employment Opportunity We motivate, encourage, Trained and engage with employees to help them achieve their professional and personal goals Citrix is the cloud company that enables mobile workstylesempowering people to work and collaborate from anywhere, securely accessing apps and data on any of the latest devices, as easily as they would in their own office Citrix solutions help IT and service providers build clouds, leveraging virtualization and networking technologies to deliver high-performance, elastic and cost-effective cloud services With market-leading solutions for mobility, desktop virtualization, cloud networking, cloud platforms, collaboration and data sharing, Citrix helps organizations of all sizes achieve the speed and agility necessary to succeed in a mobile and dynamic world

Your Career, in our Safe hand

We believe in investing in peoples skill Periodic constructive feedbacks, peer support, tools to perform day-today task and regular trainings on new and existing technologies (not only Citrix but 3rd parties, like Microsoft, Oracle, etc), helps and inspires individuals to develop their skills and touch height of their careers We reward high performances and helps engineers to achieve them No one is left alone, without any support, you will be supported in all feasible ways We believe in Work better Live better

Qualifications and Requirements

5 years working in as part of 3rd level support teams, Senior Administrator, Consultant, Solution Architect or equivalent experience, preferably with Microsoft [Active Directory, DNS, DHCP, Group Policy, etc] and/or Citrix Products
BE, B Techor BSc in Computer Science, Information Systems, Engineering, Mathematics , Physics, Statistics or related technical discipline experience preferred
Knowledge of the latest PC & Networking technology, Communication Protocols, and a strong understanding of one or more Operating Systems Architecture such as Linux, Windows 20082012 and ThinCient technology
Excellent written and oral communication skills specifically the ability to explain technical concepts in plain English
Looking for proactive team player who is solution oriented with a common sense approach
Passion for the highest quality of customer service, creative problem solving skills and a strong desire to learn
Should have good troubleshooting skills and some exposure to troubleshoot CPU Spikes, Memory Leaks, Slow Logons, Printing, Profile issues, etc

Beneficial

Some exposure of Server virtualization technology ESX, Hyper-V, and/or Hypervisor
Basic Knowledge of Azure & AWS
Basic knowledge of NET / C# and basic programming skills
Basic knowledge of Debugging concepts, Memory Management, Network tracing, etc
Knowledge of SQL/Oracle, relational databases and database query/manipulation tools

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 10th May 2020

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