Content Collaboration & Endpoint Management Support Engineer

You will be a Support Engineer within our Content Collaboration & Endpoint Management Support team. We believe that the customer comes first and, you will be instrumental in providing a premier customer service experience to our customers. We actively resolve highly complex cases raised on the Citrix Software products and work on product-related matters. You will utilize your investigating skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is challenging but the partnership makes this opportunity one that is very rewarding. Being part of the team means collaborating as part of a larger group to solve issues and provide an excellent experience to our customers.

Primary Duties / Responsibilities

•    Provide Technical assistance for Citrix Content Collaboration and Citrix Endpoint Management software products to customers of large size, scope and/or political complexity – via phone, email and remote access.
•    Self-prioritize work items based on customer requirements and minimal guidance.
•    Develop a deep technical understanding of the Citrix Content Collaboration and Citrix Endpoint Management products
•    Collaborate with other team members of the team as needed, to troubleshoot and resolve specific customer issues.
•    Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by leveraging cross-functional working relationships in their area of expertise
•    Provides problem report prioritization for the Engineering team.
•    Write & review complex technical articles and case studies for the knowledge base, leveraging the customer reported cases, product specifications, and previous experience.
•    Build SME (Subject Matter Expert) expertise in at least one of the Citrix Software products and develop an understanding of the wider Software product suite.
•    Participation in a 24x7 on-call rotation
•    Opportunity to develop project management skills through participation in projects

• Must possess a Degree/Dip in Science, Computing, Information Systems or equivalent experience
• Requires significant experience in a technical customer support environment or field experience, working in enterprise level environments.
• Possesses good problem solving and analytical skills.
• Strong written and verbal communication skills, to be able to communicate with management
• Strong understanding of server administration and networking protocols (such as TCP/IP)
• Builds code or script literacy while in position with the goal to have the ability to read and understand existing code and/or scripts.

Preferred Skills 

• Experience installing, configuring and administering: Active Directory, Group Policies and Windows Server Architecture
• Working understanding of Networking protocols, security technologies and topography
• Basic understanding of Databases (MS SQL preferred) and SAN technologies
• General knowledge of scripting and/or introductory coding knowledge
• Windows Server Experience - including Windows Server 2012 / MS Exchange / ActiveSync
• Networking experience – such as SSL, DNS, and TCP/IP
• Authentication Experience - such as LDAP/Active Directory/Radius
• Database experience – such as MySQL or SQLServer
• Smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone