Senior Escalation Engineer

 

You have a three year university degree, combined with at least 5-7 years of tech support experience in a large enterprise environment.

You have obtained working knowledge of Networking (both client & Server OS) and good networking knowledge, including TCP / HTTP / SSLN/ DNS / WAN . You are comfortable working in understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.

 

Ideally you have also obtained industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi.

If this sounds like you, we d love to speak to you right away.

 

Position Overview:

 

The Senior Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting case reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through

 

wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Role Responsibilities:

Basic Qualification

Preferred Certifications:

Citrix / CCNA Certification Citrix NetScaler working knowledge Virtualization / Cloud working knowledge ( AWS / Azure / ESXi / GCP).