Citrix hiring as Associate Technical Support Engineer

Company :Citrix

Website : www.citrix.com

Job Role : Associate Technical Support Engineer

Eligibility : B.E/B.TECH

Experience : Freshers

Job Location : Bangalore

Company Profile:

Citrix is the 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 cost-effective cloud services. With market-leading solutions for mobility, desktop virtualization, cloud networking, cloud platforms, collaboration and data sharing, Citrix helps organizations of all sizes achieve the speed and agility necessary to succeed in a mobile and dynamic world. Citrix products are in use at more than 260,000 organizations and by over 100 million users globally. Annual revenue in 2012 was $2.59 billion.

Position Summary:

Associate Technical Support Engineer is responsible for responding to and resolving complex customer problems via phone, email and remote access for Citrix products. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. Isolate and provide resolution to customer issues or qualify the customer

issue for senior level assistance or other vendor assistance. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues. Actively participate in some or all phases of the software development and maintenance cycle. These phases include working on customer-based problems dealing with both the Escalation Team as well as Third Level development on reproducing and researching customers’ issues, troubleshooting, debugging, documentation, building lab environments, software maintenance, and testing.

Communication:

1. Document customer problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system.
2. Ensure telephone ACD queue coverage accounts for 70% of time spent in direct customer contact.
3. Communicate appropriately and provide regular updates to customer and management.

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