Subject Matter Expert (Support&Ops)

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

General Description Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of medium to large size, scope, and/or complexity - via phone, email, and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and/or management. Responsibilities \"• Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or complexity - via phone, email, and/or remote access. \" • Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management. \"• Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.\" \"• Publishes articles on moderately complex technical support issues in Citrix\'s online knowledgebase, and reviews others\' articles.\" \"• Documents cases, recommendations, and resolutions clearly in the CRM system take ownership of hot and/or more critical cases escalated from less senior engineers.\" Requirements \"• Ability to obtain advanced Citrix certification within 1 year of service.\" \"• Ability to obtain basic major vendor third-party certifications.\" \"• Proven ability to work on multiple issues and prioritize work accordingly to business processes.\" \"• Can-do attitude with a strong will to lead by example.\" \"• Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner.\" \"• Strong communication and negotiation skills for leading critical discussions and expectation management\" \"• Strong logical/critical thinking and problem resolution skills.\" \"• The individual must have at least 1-year of experience with products and technologies in an Enterprise environment\" \"• Must have at least two years of experience in a technical customer support environment or field experience.\" \"• Excellent communication skills both written and verbal..\" Technical Skills \"• Strong knowledge in design, implementation, troubleshooting of CVAD. Have performed CVAD upgrade and farm migration / extension to cloud platform from planning through implementation\" \"• Expert on multiple versions of Citrix Products and strong experience of Citrix Provisioning Services, MCS, Storefront, Gateway, Application Layering, Citrix WEM, Endpoint Management Service , Linus VDA and Workspace App/ Receiver.\" \"• Good knowledge of Citrix ADC ( Application Delivery Controller) .\" \"• Expertise on Citrix DaaS \" \"• A solid understanding on Citrix Analytics.\" \"• Understanding on Citrix SDK , API and Powershell Scripting\" Years of Experience Total : 7+ Years of experience Relavant : Minimum of 5 yrs in Citrix Administration / Support Certification requirements \"• Citrix Virtual Apps and Desktops Expert • Citrix Virtual Apps and Desktops Professional • Citrix Virtual Apps and Desktops Administrator • Citrix Cloud • Citrix Cloud Integration with Microsoft Azure • Any Microsoft Azure Certification \"

Key Responsibilities

 Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or complexity - via phone, email, and/or remote access. \" • Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management. \"• Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.\" \"• Publishes articles on moderately complex technical support issues in Citrix\'s online knowledgebase, and reviews others\' articles.\" \"• Documents cases, recommendations, and resolutions clearly in the CRM system take ownership of hot and/or more critical cases escalated from less senior engineers.\"

Skill Requirements

Citrix Server/Virtualisation

Other Requirements

General Description Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of medium to large size, scope, and/or complexity - via phone, email, and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and/or management. Responsibilities \"• Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or complexity - via phone, email, and/or remote access. \" • Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management. \"• Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.\" \"• Publishes articles on moderately complex technical support issues in Citrix\'s online knowledgebase, and reviews others\' articles.\" \"• Documents cases, recommendations, and resolutions clearly in the CRM system take ownership of hot and/or more critical cases escalated from less senior engineers.\" Requirements \"• Ability to obtain advanced Citrix certification within 1 year of service.\" \"• Ability to obtain basic major vendor third-party certifications.\" \"• Proven ability to work on multiple issues and prioritize work accordingly to business processes.\" \"• Can-do attitude with a strong will to lead by example.\" \"• Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner.\" \"• Strong communication and negotiation skills for leading critical discussions and expectation management\" \"• Strong logical/critical thinking and problem resolution skills.\" \"• The individual must have at least 1-year of experience with products and technologies in an Enterprise environment\" \"• Must have at least two years of experience in a technical customer support environment or field experience.\" \"• Excellent communication skills both written and verbal..\" Technical Skills \"• Strong knowledge in design, implementation, troubleshooting of CVAD. Have performed CVAD upgrade and farm migration / extension to cloud platform from planning through implementation\" \"• Expert on multiple versions of Citrix Products and strong experience of Citrix Provisioning Services, MCS, Storefront, Gateway, Application Layering, Citrix WEM, Endpoint Management Service , Linus VDA and Workspace App/ Receiver.\" \"• Good knowledge of Citrix ADC ( Application Delivery Controller) .\" \"• Expertise on Citrix DaaS \" \"• A solid understanding on Citrix Analytics.\" \"• Understanding on Citrix SDK , API and Powershell Scripting\" Years of Experience Total : 7+ Years of experience Relavant : Minimum of 5 yrs in Citrix Administration / Support Certification requirements \"• Citrix Virtual Apps and Desktops Expert • Citrix Virtual Apps and Desktops Professional • Citrix Virtual Apps and Desktops Administrator • Citrix Cloud • Citrix Cloud Integration with Microsoft Azure • Any Microsoft Azure Certification \"