India Support - Technical Support Engineer – 2-3years

Position Summary

The Technical Support Engineer is responsible for responding to and resolving complex customer
problems via phone, email and remote access for Citrix products. The support focuses on in-depth
problem analysis of Citrix products and their integration into enterprise-wide mixed environments.
Isolate and provide resolution to customer issues or qualify the customer issue for senior level
assistance or other vendor assistance. Follows standard practices and procedures in analyzing
situations or data from which answers can be readily obtained. Use fundamental technical
troubleshooting skills obtained through performance of the role to define and isolate technical issues.
Actively participate in some or all phases of the software development and maintenance cycle.
These phases include working on customer-based problems dealing with both the Escalation Team
as well as Third Level development on reproducing and researching customers’ issues,
troubleshooting, debugging, documentation, building lab environments, software maintenance, and
testing.

Responsibilities

The primary duties for this position include but are not limited to:

Technology Proficiency
• Provide technical assistance to customers on Citrix products via phone, email and/or remote
access.
• Perform advanced problem analysis and isolate problems of a complex level of difficulty.
• Reproduce customer issues in house.
• Obtain CCA certification within 3 months
• Publish articles in our in-house knowledgebase.
• Able to learn a wide variety of technologies at a rapid pace

Communication
• Document customer problem information, recommendations, and resolution in a clear and
concise manner using CRM incident tracking system.
• Ensure telephone ACD queue coverage accounts for 70% of time spent in direct customer
contact.
• Communicate appropriately and provide regular updates to customer and management.

Teamwork
• Achieve and maintain targeted call statistics such as number of calls answered, number of
cases closed or issues resolved, along with other established goals.
• Along with the Technical Support Manager, set realistic personal training and product
certification goals.
• Leadership and Entrepreneurship (Excellence Orientation) Qualifications and Requirements
Qualifications.
Business
• Understanding of Citrix mission and corporate objectives and ability to apply this knowledge
within Citrix and for customer facing issues.

Planning
• Organization and work planning skills required.
• Ability to work on multiple issues and prioritize work accordingly to business processes.

Problem Solving
• Must possess good problem solving and analytical skills.
• Ability to diagnoses technical problems; research and identify appropriate solutions.

Entrepreneurship
• Must be able to identify and develop new innovate ways to better service our customers.

Professional Communication
• An excellent customer service attitude and the ability to interact with customers in a
professional manner are required.
• Must have the ability to work in a fast-paced environment and use judgment in handling
customer calls and providing technical assistance
• Strong written and verbal communication skills

Leadership
• Ability to identify major concerns from the field and relay those concerns to management in
an appropriate manner.
• Can do attitude with a strong will to lead by example
• Ability to follow directions and be self motivated.

Qualifications and Requirements

• Strong experience of Windows 2003/2008 Servers in a network environment including the
configuration of DHCP, DNS, and AD.
• Strong drive and determination to learn new technologies.
• Bachelor’s Degree in Computer Science or equivalent experience required
• Good understanding of networking technologies including experience on collecting Network
traces and basic analysis.
• Experience configuring and troubleshooting network storage systems and associated
protocols (NAS, SAN, File System Architecture, Fiber Channel, iSCSI, NFS) is a plus
• Understanding of XenServer, VMware, or Microsoft Hyper-V technologies a plus.
• At least two years of experience in a technical customer support environment or field
experience.
This position will require you to work on night shifts with a potential
for extended coverage

1. Primary focus on Windows knowledge

o Good knowledge of Server OS 2K3/2K8
o Good knowledge on Desktop OS XP/Win7/Vista
o Knowledge of Published application in Windows
o Good knowledge of AD working and Hierarchy
o Good Knowledge of Terminal Services
o Printing
o Knowledge of DHCP/DNS/IIS Servers in Windows
2. Networking knowledge
3. Xenserver/VMWare knowledge will be a plus
4. Basic Linux knowledge
5. Knowledge on sniffing tools Wireshark/Ethereal will be a plus
6. SAN knowledge is not mandatory but the guys who work on XENServer/VMware will
definitely know SAN/storage upto a certain extent.