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We're looking for an outstanding Senior Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on Endpoint Management. Do you have 5 years of proven ability in Enterprise support team and have strong critical thinking and problem resolution skills? Then we'd love to speak with you!
Position Overview
A Senior Escalation Engineer is responsible for providing assistance to our customers via diverse channels as appropriate for Citrix Endpoint Management. You will focus 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 their issues. Customer size can range from Small Business to Large Enterprise.
Primary Responsibilities
- Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by utilizing multi-functional working relationships in their area of expertise.
- Provides problem report prioritization for the Engineering team.
- Write and review sophisticated technical articles and case studies for our knowledge base, using the customer reported cases, product specifications, and previous experience.
- Act as an authority in at least one of our Citrix Software products and demonstrates a solid grasp of at least one adjacent product. Develop and review advanced technical training for internal and external audiences across multiple products or components.
- Participation in a 24x7 on-call rotation.
- May be responsible for providing guidance, coaching and training to other employees within job area.
- May manage projects at this level, requiring responsibility for the delegation of work and the review of others' work product.
Requirements :
- Preferred minimum 5+ years of IT support experience.
- Working understanding of Active Directory, Group Policies, and Windows Server Architecture
- Working understanding of networking protocols, security technologies, and topography
- Working understanding of desktop solutions and support
- Working understanding of mobile OS (iOS, Android)
- Basic understanding of Databases (SQL preferred)
- Basic understanding of SAN technologies
- General knowledge of scripting (Powershell etc) or introductory coding knowledge.
- working understanding of Windows Internals
- Experience with designing / architecting mid to enterprise level solutions.
Basic Qualifications
- Requires practical knowledge of job area typically acquired through advanced education combined with experience.
- University Degree or equivalent experience and minimum 5+ years of relevant experience; or an advanced degree without experience.
- Smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone.
Preferred Qualifications
- Windows Server Experience - including Windows Server 2012/MS Exchange/ActiveSync
- Networking experience: SSL, DNS, and TCP/IP
- Authentication experience: LDAP/Active Directory/Radius
- Database experience: MySQL or SQLServer
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.