北京招聘

Job Description Summary

As a Sr. Technical Support Engineer, you will be responsible for providing technical assistance on Citrix products, specifically Citrix Virtual Apps and Desktops, to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access. Citrix Virtual Apps and Desktops is an industry leading application/desktop virtualization solution that helps you optimize productivity with universal access to virtual apps and desktops from any device.

The support focuses on in-depth problem analysis of Citrix Virtual Apps and Desktops. 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.

Job Description

Primary Duties / Responsibilities

• Provides technical assistance on Citrix Virtual Apps and Desktops 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 or none 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, takes ownership of hot and/or more political cases escalated from less senior engineers.
• Participation in a 24x7 on duty rotation is required.

Qualifications and Requirements:          

Qualifications (Knowledge, Skills, Abilities)

• Strong logical/critical thinking and problem resolution skill.
• Strong communication and negotiation skill for leading critical discussion and expectation management.
• Strong knowledge of Windows operation system, Windows Active Directory, Group Policy, etc.
• Can do attitude with a strong will to lead by example
• Good English communication skills both written and verbal.
• Good understanding of networking common protocols/Database/Storage technologies is a plus.
• 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
• Ability to obtain advanced Citrix certification within 6 months of service.
• Ability to obtain basic major vendor third party certifications.

Requirements (Education, Certification, Training, and Experience)

• Bachelor degree or above
• At least 2 years of experience in a technical customer support environment or field experience.
• The individual must have at least 1 year experience with products and technologies in an Enterprise environment.
• Ability to work both independently and well with others
• Outstanding problem-solving skills with an eye for details and the desire to problem solve
• Certificate of MCSE/CCIE/RHCE is a strong plus.

【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