Lead Escalation Engineer

Support Engineering Team also known as the escalation team is the highest level technical support team assisting customers to provide timely solutions for their environments and the issues. This team also plays key role in identifying potential product bug and liaison with respective teams for product improvements and stability.

About This Job:

• You have a Engineering university degree combined with at least six years of tech support experience in a large enterprise environment.
• You have acquired a solid understanding of windows (both client & Server OS) as well as Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSL.
• You are comfortable working in solving problems / debugging ASP.NET based multi-tenant cloud services, and have proven understanding Windows.
• Ideally, you have also acquired industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi.
• If this sounds like you, we would love to speak to you right away.

Position Overview:

• The Lead 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 cases reviews and providing mentorship to ensure quicker resolution.
• Uses sophisticated technical troubleshooting skills acquired 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.

Job Description/Responsibilities:

• Works to achieve operational targets with major impact on the departmental results.
• Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc.).
• May manage large projects or processes that span outside of immediate job area.
• Work is performed with limited oversight.
• Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area.
• Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem.
• Problems typically impact multiple departments or specialties.
• Problems are typically solved through drawing from prior experience and analysis of issues.
• Communicates with parties within and outside of own job function.
• Typically has responsibility for communicating with parties external to the organization (e.g., customers, vendors, etc.)
• Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices.
• Typically responsible for providing guidance, coaching and training to other employees within job area.
• Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products.

Required Experience/Skills:

• Must have a Graduate Degree in BE/B.Tech from a recognized university
• We are looking for a minimum of 6 years of IT support experience.
• Proficient with managing escalated and challenging customer situations
• You need experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture.
• You will have a working understanding of networking protocols, security technologies, and topography.
• You need to have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
• In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
• You should have a deep understanding of OS Internals.

Preferred Certifications:

• Citrix / Microsoft / VMware
• Virtualization / Cloud solid understanding (AWS / Azure / ESXi)
• Networking / Active Directory
• Citrix XenApp / XenDesktop solid understanding

Optional Experience/Skills:

• Linux, Hypervisor, thin clients