Job Description

Job Summary

The Support Specialist is responsible for providing technical assistance on Citrix products to customers of medium to large size, scope, via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration with solutions set up on premise and cloud.

Key Responsibilities

• Assist customers with technical support cases on break and fix scenarios
• Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political 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 target Key Performance indicators, 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,

Skill Requirements

• Must have at least two years of experience in a technical customer support environment or field experience.
• Proficient In Managing And Supporting Citrix Server Environments.
• Strong Understanding Of Ticketing Systems And Incident Management Processes.
• Familiarity With Customer Service Best Practices And Techniques To Enhance User Experienc
• Proven ability to work on multiple issues and prioritize work accordingly to business processes
• Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner
• Candidate should be familiarized isolating and troubleshooting Windows Server OS and Desktop VDI, High CPU, memory utilization, application crash.
• Candidate should have clear understanding on how AD domain & FSMO roles, Group Policy configuration on a domain, site and OU level.
• Networking concepts (TCP/IP, Routing, Firewalls, Network Security, certificates and PKI)

Must Have Skills

Citrix Server

Microsoft Windows

Good to have Skills

Network Security

Other Requirements

• Citrix Certified Associate Virtualization (Cca-V) Is Optional But Valuable
• Desirable Knowledge of Network, DNS configuration and troubleshooting