Citrix Technical Support Engineer - Networking Support Group

About Citrix

Citrix is the global leader and most trusted name in application delivery infrastructure. More than 180,000 organizations around the world use the Citrix Access Platform to provide the best access experience to any application for any user. Citrix customers include all of the Fortune 100 companies and 98% of the Fortune Global 500, as well as hundreds of thousands of small businesses and individuals. Citrix has offices in 22 countries, and more than 6,200 channel and alliance partners in more than 100 countries.   For further information ? www.citrix.com

About the position ? Citrix Technical Support Engineer ? Networking Support Group

Citrix has been operating in Dublin since 1999, currently employing 100 people in EMEA Technical Support, with almost 80 of these based in our Dublin headquarters.  These include Technical Support Engineers, Escalation Engineers, Technical Relationship Managers, Knowledge Management and Support Account Managers.  Due to continued growth we now have an opening for a Technical Support Engineer on our Networking Support Group based in our Dublin office in East Point Business Park, Dublin 3.

Position Summary:

The Technical Support Engineer is responsible for the support of Citrix Systems products via phone and email. S/he follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. She/he uses fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues.

Primary Responsibilities:

The primary duties for this position include, but are not limited to:

• Providing technical assistance to high-profile customers (enterprise end-user and reseller) on Citrix products via phone or email (including international customers from all over the world during their out of their business hours )
• Working mainly with NetScaler, Access Gateway, Advanced Access Control and any other products belonging to the Citrix Application Networking Group (ANG).
• Maintain the highest levels of customer satisfaction
• Monitor backlog of cases for assigned customers
• Create Knowledge Base articles and white papers to help increase customer awareness of complex Support issues
• Perform advanced problem analysis and isolate problems of a complex level of difficulty while documenting customer problem information, recommendations, and resolution in a clear and concise manner into our CRM tool (Siebel)
  Identifying and clearly documenting issues requiring escalation, for complex problem resolution and/or product life cycle management
• Promote a team environment by assisting co-workers whenever necessary to enhance the professional development of everyone within the organization
• Along with the Technical Support Manager, set realistic personal training and product certification goals

Qualifications & Requirements:

• A Bachelor of Science in Computer Information Systems or equivalent experience
• At least three years of experience in enterprise technical support, help desk, or systems/network administration
• Must possess a working knowledge of IBM PC compatible technology and Windows 2003 server /2008 in a network environment.
• Must also possess a good understanding of the administration of Microsoft Windows 2003/2008 server operating systems.
• Must have a strong understanding of application transport and network infrastructure protocols
• Have a positive and ?can do? attitude
• An excellent customer service attitude and the ability to interact with customers in a professional manner are required.
• Must possess good problem solving, analytical and communication skills.
• Requires the ability to work in a fast-paced environment and use judgment in handling/prioritising customer calls and providing technical assistance.
• Proven experience working effectively under pressure
• Willingness to learn and perform additional duties if requested (such has on site support, supportability product reviews with the engineering teams...),

Entrance Qualifications - Technical

Essential:

• Working knowledge of IBM PC compatible technology in a network environment
• Strong understanding of administering Windows 2003 & 2008 server operating systems.
• Strong understanding of Active Directory structure and administration
• Strong understanding of IPv4 routing, switching and bridging knowledge.
• Strong understanding of TCP/IP, the OSI Model and network infrastructure protocols (SSL/TLS, DNS, DHCP, WINS, NTP, FTP, HTTP, SMTP, CIFS, LDAP, and Microsoft AD)
• Strong understanding of Web servers (apache and/or IIS) technology and administration
• Strong understanding of SSL-VPN technologies

Desirable:

• Experience with Citrix Networking products
• Good understanding of SSL certificates and encryption technologies
• Good understanding of Web Proxy, HTTP and DNS
• Good understanding of authentication methods such as LDAP, Radius, RSA?
• Experience with network traces analysis
• Some Unix/Linux experience is desirable
• Knowledge of IT/network security principles
• Knowledge of web development languages such as JavaScript, ASP is a plus
• Experience with configuration for routers/switches and related encryption and firewall devices.
• CCNP/CCNA with experience a definite plus.

Customer Service - Essential:

• Good problem solving and analytical skills
• Professional customer service skills including telephone etiquette and listening skills
• Good verbal and written English and communication skills
• Ability to handle pressure from demanding customers in technically challenging situation.