Upwork has partnered with a large tech company that delivers digital workspace, networking and security and analytics technology to power a better way to work.
They are in need of a Technical Support Engineer - Virtualization (Citrix Virtual Apps and Desktop service) to provide technical assistance for Citrix products to customers via phone, email, and other channels as appropriate for Citrix Cloud, Citrix Virtual Apps, and Citrix Virtual Desktops. The Technical Support Engineer focuses on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues.
You will provide technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels.
You will perform advance problem analysis and isolate problems of moderate to high complexity, with little instruction from team leads and/or management
You must achieve and adhere to established Service Level Agreements and Key Performance Indicators
You will validate and qualify complex customer issues and business impact which may require collaboration with more senior level team members or other vendors
You will contribute to the Citrix knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention.
You will document cases, recommendations, and resolutions clearly in the CRM system.
You must meet the quality standards within acceptable time schedules and customer commitments
Some weekend work may be required.
Portuguese or Spanish Language is a plus.
You might need to know a couple of Citrix specific tools/Software
Work will be for 40 hours/week with shifts starting from anywhere between 8 AM - 12 PM ET.
You must have have more than 2 years of experience supporting end users, as well as, supporting Microsoft Windows server.
You must have 2 years of experience supporting enterprise customers in the Virtualization field.
You must have knowledge and experience in Active Directory Domain, FMA Policies and common networking protocols.
You should have knowledge on Sysinternals Tools - (Procmon & Procdump),CDF Control, Wireshark
Industry Certified (MCSE, MCA, or CCA) - preferred.
Preferably someone with experience in Virtual Apps and Desktops product suite to include Storefront, Workspace App, and Citrix Profile Manager.
Preferable someone with experience in FMA Architecture, Domain and FMA Policies, Application Enumeration and ICA Launch process
You must have the ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment.
You must have good verbal and written communication skills.
You must have excellent organizational skills with the ability to prioritize, organize, and accomplish tasks.
This role is remote; you can work from home. Collaborate with a multinational software company used by over 400,000 clients worldwide Competitive pay!
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