Job Title : Technical Support Engineer
Location : Bangalore
Qualification : Graduate
Position Summary :
Responsible for the review and qualification of support calls submitted for escalation by Citrix Support Representatives worldwide. Maintain the flow of communication between Customers and Engineering throughout the issue resolution process. Responsible for conducting a complete analysis, reproducing the issues and recommending workarounds. Provides 1st line analysis of network traces, debug files and reproduction of technical incidents.
Primary Duties / Responsibilities :
The primary duties for this position include but are not limited to:
• Communicate with customers via telephone or written correspondence regarding technically complex problems identified in Citrix software products.
• Manage relationships with those customers until the issue is resolved.
• Write technical articles for the knowledge base.
• Work jointly with escalation level to identify customer issues.
• Participation in a 24x7 on call rotation is required.
Qualifications and Requirements :
A minimum of 1 year of Systems Administration experience in a Linux environment• Solid knowledge of the latest Server, Storage & Networking technologies and communication Protocols
• Understanding of Linux/Unix (LVM, NFS, Open iSCSI, Iptables, Cron, ext3, boot process)
• Understanding of virtualization concepts (XenServer, KVM, VMware, VirtualBox)
• Experience with NAS/SAN technologies and protocols (iscsi, nfs, cifs)
• Various scripting languages (Shell, Python, Perl, etc.)
• Understanding of networking
• Cisco CCNA a plus
• IP addressing and subneting, NAT concept, VLANs, Routing and Switching fundamentals, The TCP/IP and OSI models, LAN/WAN technologies
• Basic knowledge of Windows Operating System
• A basic to intermediate understanding of Windows 2003/2008 server
Requirements (Education, Certification, Training, and Experience)
Position requires BS in Computer Science or at least one year support/system administrator experience with Linux. Must also have at least 1-year experience in customer support or equivalent experience and have a positive customer service attitude. Must be willing to travel.
Technical Skills requirements :
A candidate should have experience with the following concepts and/or technologies:• Solid knowledge of the latest Server, Storage & Networking technologies and communication Protocols
• Understanding of Linux/Unix (LVM, NFS, Open iSCSI, Iptables, Cron, ext3, boot process)
• Understanding of networking (especially VLANs, basic to intermediate routing/switching)
• Basic to intermediate knowledge of Microsoft Windows.
• Experience with NAS/SAN technologies and protocols (iscsi, nfs, cifs)
• Understanding of virtualization concepts (XenServer, KVM, OpenStack, VirtualBox)
Posts
