Sr Tech Support Eng Job in Tibco Software Inc

Position Overview The Senior Tech Support Engineer is responsible for providing technical assistance on Citrix products to customers of medium to 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 may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and/or management. Roles & Responsibilities * Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access. * Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management. * Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals. * Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles * Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers * May participate to weekend follow the fun coverage and occasionally conduct onsite mission. Qualifications * Ability to obtain advanced Citrix certification within 1 year of service. * Ability to obtain basic major vendor third party certifications * Should have the 3 years degree regular course * Proven ability to work on multiple issues and prioritize work accordingly to business processes * Can do attitude with a strong will to lead by example * Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner * Strong communication and negotiation skill for leading critical discussion and expectation management. * Strong logical/critical thinking and problem resolution skill. Requirements * Must have at least two years of experience in a technical customer support environment or field experience. Candidate should have experience on isolating and troubleshooting Windows Server OS and Desktop VDI, High CPU, memory utilization, application crash. Candidate should be well versed with AD domain & FSMO roles, Group Policy configuration on a domain, site and OU level. DNS infrastructure, creation of DNS records, DNS query and replication. Good understanding of DHCP, IP leasing, IP reservation and Exclusion, Networking concepts (TCP/IP, Routing, Firewalls, Network Security, certificates and PKI) Good to have expertise on underlying hypervisor (Citrix Hypervisor, VMWare, HyperV, Azure, AWS, Nutanix etc)