Technical Support Engineer
思杰系统信息技术（北京）有限公司南京分公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2017-03-19
- 工作地点：南京
- 招聘人数：若干人
- 职位类别：售前/售后技术支持工程师
职位描述
职位描述：
Position Summary
The Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of small to medium size, scope, and/or political 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 uses fundamental technical troubleshooting skills obtained through performance of the role to isolate, analyze, and provide resolution to customer issues of minimal to moderate complexity, with some general instruction and oversight from team leads and/or management. Qualifies more complex customer issues for assistance from more senior level employees or other vendors.
Primary Duties / Responsibilities
? Communicate with customers via telephone or email regarding technical problems identified in Citrix products, managing the customer’s service request until the issue is resolved.
? Resolve customer technical issues through diligent research, reproduction, and troubleshooting
? Attention to detail is very important as you will be required to work on our customers production systems as part of the troubleshooting process.
? 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.
? Performs problem analysis and isolates problems of minimal to moderate complexity, with general instruction and oversight 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 relatively straightforward technical support issues in Citrix's online knowledgebase
? Documents cases, recommendations, and resolutions clearly in the CRM system.
Qualifications (knowledge, skills, abilities)
Essential
? At lease strong in one of the following technical areas and professional communication
? Windows skillset - Windows server and workstation operating systems. Active directory, Group policy, CPU/Memory/Disk performance tuning and problem troubleshooting.
? Linux skillset - DNS, file systems, daemons, network configuration, run levels (it’s all about the shell and NOT the GUI).
? Networking skillset – TCP and other most popular protocol, security, load balance, network sniffer analysis.
? Communication Skillset – Understand customer and good service sense. Fluent in English, TOEIC score >800
Desirable
? Coding experience and skills is a strong plus
? Database
? Virtualization products and concepts
? Storage (SAN/NAS, Raid)
? Certificates of Microsoft, Cisco, Citrix, Red Hat or any other industry certification
举报
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Position Summary
The Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of small to medium size, scope, and/or political 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 uses fundamental technical troubleshooting skills obtained through performance of the role to isolate, analyze, and provide resolution to customer issues of minimal to moderate complexity, with some general instruction and oversight from team leads and/or management. Qualifies more complex customer issues for assistance from more senior level employees or other vendors.
Primary Duties / Responsibilities
? Communicate with customers via telephone or email regarding technical problems identified in Citrix products, managing the customer’s service request until the issue is resolved.
? Resolve customer technical issues through diligent research, reproduction, and troubleshooting
? Attention to detail is very important as you will be required to work on our customers production systems as part of the troubleshooting process.
? 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.
? Performs problem analysis and isolates problems of minimal to moderate complexity, with general instruction and oversight 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 relatively straightforward technical support issues in Citrix's online knowledgebase
? Documents cases, recommendations, and resolutions clearly in the CRM system.
Qualifications (knowledge, skills, abilities)
Essential
? At lease strong in one of the following technical areas and professional communication
? Windows skillset - Windows server and workstation operating systems. Active directory, Group policy, CPU/Memory/Disk performance tuning and problem troubleshooting.
? Linux skillset - DNS, file systems, daemons, network configuration, run levels (it’s all about the shell and NOT the GUI).
? Networking skillset – TCP and other most popular protocol, security, load balance, network sniffer analysis.
? Communication Skillset – Understand customer and good service sense. Fluent in English, TOEIC score >800
Desirable
? Coding experience and skills is a strong plus
? Database
? Virtualization products and concepts
? Storage (SAN/NAS, Raid)
? Certificates of Microsoft, Cisco, Citrix, Red Hat or any other industry certification
职能类别： 售前/售后技术支持工程师
公司介绍
【我们是谁】
Citrix（纳斯达克：CTXS）旨在推动建立一个安全连接人员、组织和事物且易于访问的世界，让不可能变为可能。它的技术让全世界的应用程序和数据既安全又易于访问， 让人们可以随时随地进行工作。Citrix 提供将工作空间作为服务、应用交付、虚拟化、移动化、网络传输和文件共享解决方案的完整和集成产品组合， 使 IT 部门能够确保通过云或内部部署和跨任何设备或平台将关键系统安全地提供给用户。
【行业地位】
在Gartner《内容协作平台魔力象限》报告中，Citrix一直位居领导者地位
在IDC《企业移动管理（EMM）软件供应商评估》和《统一端点管理（UEM）软件供应商评估》等报告中，思杰也稳居领导者地位
【思杰历史】
思杰成立于1989年，总部在美国佛罗里达州劳德代尔堡（Fort Lauderdale）。Citrix始于开发微软操作系统的远程访问产品，至今依然是微软的战略合作伙伴。 20世纪90年代Citrix在客户端技术崭露头角并开始蓬勃发展。至今，Citrix 解决方案被超过 400,000 家企业所采用，其中包括 99% 的财富 100 强企业和 98% 的财富 500 强企业。2019年营收达 30.1 亿美元。
【我们提供】
> 多元包容的企业文化
> 全球化的工作团队
> 多样化的发展渠道
> 丰厚的薪资福利
> 完美的工作环境
> 宽松的工作氛围
> 弹性的工作方式
思杰已连续多年入选全球“前50***雇主”，2014年被Glassdoor评为“25大最具文化与价值的公司”，2017、2018连续两年被评为“Best Place to Work”。
更多信息，请访问Citrix官网或领英主页
Citrix（纳斯达克：CTXS）旨在推动建立一个安全连接人员、组织和事物且易于访问的世界，让不可能变为可能。它的技术让全世界的应用程序和数据既安全又易于访问， 让人们可以随时随地进行工作。Citrix 提供将工作空间作为服务、应用交付、虚拟化、移动化、网络传输和文件共享解决方案的完整和集成产品组合， 使 IT 部门能够确保通过云或内部部署和跨任何设备或平台将关键系统安全地提供给用户。
【行业地位】
在Gartner《内容协作平台魔力象限》报告中，Citrix一直位居领导者地位
在IDC《企业移动管理（EMM）软件供应商评估》和《统一端点管理（UEM）软件供应商评估》等报告中，思杰也稳居领导者地位
【思杰历史】
思杰成立于1989年，总部在美国佛罗里达州劳德代尔堡（Fort Lauderdale）。Citrix始于开发微软操作系统的远程访问产品，至今依然是微软的战略合作伙伴。 20世纪90年代Citrix在客户端技术崭露头角并开始蓬勃发展。至今，Citrix 解决方案被超过 400,000 家企业所采用，其中包括 99% 的财富 100 强企业和 98% 的财富 500 强企业。2019年营收达 30.1 亿美元。
【我们提供】
> 多元包容的企业文化
> 全球化的工作团队
> 多样化的发展渠道
> 丰厚的薪资福利
> 完美的工作环境
> 宽松的工作氛围
> 弹性的工作方式
思杰已连续多年入选全球“前50***雇主”，2014年被Glassdoor评为“25大最具文化与价值的公司”，2017、2018连续两年被评为“Best Place to Work”。
更多信息，请访问Citrix官网或领英主页
联系方式
- Email：Recruiting@Citrix.com
- 公司地址：地址：span九龙湖国际企业园