Job Description: The Lead Technical Support Engineer is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate The position focuses 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 customer issues Customer size can range from small businesses to Large Enterprises Responsibilities: Provides technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity
– via phone, email and/or remote access, and other appropriate channels Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management Achieves and adhering to established Service Level Agreements and Key Performance Indicators Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior-level team members or other vendors Gives to the Citrix knowledgebase in the form of new or updated technical articles/documents passionate about issue resolution or prevention Documents cases, recommendations, and resolutions clearly in the CRM system Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments Some weekend work may be required Basic Qualifications: Requires a University Degree or equivalent experience and minimum of 5-7 years of prior relevant experience 5 years supporting end-users in the Networking field Developed a strong practical understanding of the OSI Model and common networking protocols Preferred Qualifications: Acquired an industry certification (CCNA, CCNP, Network) Solid understanding of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS) Solid understanding of Load Balancers (NetScaler, F5, Cisco CSS) Solid understanding of Network Operating Systems (IOS, CatOS, JunOS) Solid understanding of Layer 4-7 load balancing and SSL acceleration Please see our website for more job openings: https://altimetersolutions.com/job-board/