Job Description

What we're looking for:

You love solving problems and enjoy learning new technologies. You have 2+ years supporting end users in the Networking field. You have developed a strong practical understanding of the OSI Model and common networking protocols.

If you also have industry certifications (CCNA, CCNP, Network+), have 2+ years of supporting enterprise customers in the Networking field, we’d love to speak with you!

Position Overview

The Technical Support Engineer is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate. The Technical Support Engineer 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 Business to Large Enterprise.

Role 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 advanced 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 complex customer issues and business impact which may require collaboration with more senior level team members or other vendors
Contributes to the Citrix knowledgebase in the form of new or updated technical articles/documents focused on 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 practical knowledge of job area obtained through advanced education combined with experience.
Requires a University Degree or equivalent experience and minimum 2 years of prior relevant experience; or an advanced degree without experience

Preferred Qualifications

2+ years supporting end users in the Networking field
Developed a strong practical understanding of the OSI Model and common networking protocols.
Obtained an industry certifications (CCNA, CCNP, Network+)

Valid through: 4/2/2021

About Citrix Systems, Inc

Citrix Systems, Inc. is an American multinational software company that provides server, application and desktop virtualization, networking, software as a service, and cloud computing technologies. Citrix products are claimed to be in use by over 400,000 clients worldwide, including 99% of the Fortune 100, and 98% of the Fortune 500. The company was founded in Richardson, Texas in 1989 by Ed Iacobucci, who served as chairman until his departure in 2000. It began by developing remote access products for Microsoft operating systems, licensing source code from Microsoft, and has been in partnership with the company throughout its history. By the 1990s, Citrix came to prominence as an industry leader in thin client technology, enabling purpose-built devices to access remote servers and resources. The company launched its first initial public offering in 1995 and, with few competitors, experienced large revenue increases between 1995 and 1999. Citrix acquired Sequoia Software Corp. in 2001 and ExpertCity, a provider of remote desktop products, in 2003. This was followed by more than a dozen other acquisitions from 2005 to 2012, which allowed Citrix to expand into server and desktop virtualization, cloud computing, Infrastructure as a Service, and Software as a Service offerings. In 2014, Citrix acquired Framehawk and used its technology to improve the delivery of virtual desktops and applications over wireless networks. In 2016, as part of a US$1.8 billion product deal with LogMeIn, Citrix spun off the GoTo product line into a new business entity, entitled GetGo. In 2017, Citrix completed the merger of GetGo with LogMeIn's products.

Total Jobs:

Total Experts:

Average Pay:

$130,480

Total value of jobs:

$32,620,000

% Masters:

32%