Description de l’offre d’emploi

Technical Support Engineer - XenMobile


Citrix develops and markets mobility software that empowers companies to manage and secure their mobile infrastructure and transform enterprise mobility into a competitive business advantage. Our @Work Business application suite is driving new mobile work styles whilst our award-winning device software is the first all-in-one platform with monitoring, device management, security, and expense management for BlackBerry, Google Android, iPhone, iPad, Palm and Windows Mobile devices.

The Technical Support Engineer for Mobile Platforms is responsible for providing technical assistance on XenMobile MDM and other Citrix Mobile Platform products to small and medium size customers - via phone, email and/or remote access. The support focuses on problem analysis of these Citrix products. The incumbent uses troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of low to moderate complexity, with guidance instruction from team leads and/or management. Qualifies more complex customer issues for assistance from more senior members of the team.
 

 Primary Duties / Responsibilities

 

  • Provides technical assistance on Citrix Mobile Platforms products to customers and partners via phone, email and/or remote access.


  • Performs problem analysis and isolates problems of varying degrees of complexity, with general instruction and oversight from team leads and/or management.


  • Achieves and maintains targeted quantitative and qualitative metrics regarding time to respond to an issue, time to resolve, number of issues resolved, contribution to knowledge base, and above all, customer satisfaction metrics.


  • Publishes articles on technical support issues in Citrix's online knowledgebase


  • Documents cases, recommendations, and resolutions clearly in the CRM system.


 

Qualifications and Requirements
 


  • Develops technical understanding of a Citrix Mobile Platform Product


  • Obtains basic Citrix certification within the first year of service.


  • Possesses good problem solving and analytical skills.


  • Strong written and verbal communication skills


  • An excellent customer service attitude and the ability to interact with customers in a professional manner are required.


  • Can do attitude with a strong will to lead by example


  • Ability to work on multiple issues and prioritize work accordingly to business processes


  • Develops understanding of Citrix support processes and escalation paths



 

Requirements (Education, Certification, Training, and Experience)


 


  • Must possess a Bachelor of Science in Computer Science or equivalent experience.


  • Must have at least 1-2 years of experience in a technical customer support environment or field experience.


  • Experience with Windows Server is a plus.


  • Experience with smartphone and tablet devices like Apple iOS, Android, Blackberry, Windows Phone, Symbian highly desirable


  • Experience with MySQL, Postgres and SQLServer highly desirable


  • LDAP/Windows Active Directory, ActiveSync experience


  • Experience with cloud based SaaS products a big plus


Informations détaillées relatives à ce poste
Secteur:
Computer programming, consultancy and related activities
Secteur professionnel:
Engineering professionals (excluding electrotechnology)
Work experience:
Work experience is not required
Fourchette salariale:
Not provided
Date of expiry:
Link for more information:
Technical Support Engineer

À propos de l’entreprise

Citrix (NASDAQ: CTXS) is a cloud company that enables mobile workstyles—empowering people to work and collaborate from anywhere, securely accessing apps and data on any of the latest devices, as easily as they would in their own office. Citrix solutions help IT and service providers build clouds, leveraging virtualization and networking technologies to deliver high-performance, elastic and… Pour en savoir plus