Rs. 4.75  – Rs. 6.00 Lakhs Per Annum, with  additional perks and benefits of the Product

1. The responsibilities and requirements for this position include but are not

limited to

2. Provide technical assistance to Citrix customers over phone and email.

3. Clearly documents issues and resolutions in CRM system, and ensure proper

     Customer engagement as per defined processes.

4. Understand basic operating system/foundational technology principles related to

5. Basic knowledge of Networking technologies, Network security concepts,

    Communication Protocols, and familiarity with network troubleshooting tools.

6. Works with the following products/concepts/Technologies:

a.   Load Balancers

b.  Web Application Firewalls

c.   SSL VPN solutions

d.  WAN Optimizers

7. Exhibit excellent verbal and written communication skills.

8. Demonstrates good problem solving and analytical skills.

9. Assess the severity of cases reported by customer and acts accordingly following

   the established guidelines.

10. Use of fundamental technical troubleshooting skills obtained in new hire training

     and through performance of the role to isolate, analyze, and provide resolution to customer issues of           minimal to moderate complexity, with some general instruction and oversight from team leads and/or            management.

11. Reproduce customer issues in the Laboratory to verify problems and provide

    feedback to the customer or escalation team as needed.

12. Demonstrates a professional and personable customer service attitude.

13. Able to efficiently prioritize work items and/or customer requirements based on

     direction from senior team members or management.

14. Provides timely status updates to internal and external Customers

Description :The Associate Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of small to medium 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 uses fundamental technical troubleshooting skills obtained through performance of the role to isolate, analyze, and provide resolution to customer issues of minimal to moderate complexity, with some general instruction and oversight from team leads and/or management. Qualifies more complex customer issues for assistance from more senior level employees or other vendors.

Skills to be developed while in this role include but are not limited to :

1. Learns to use CRM and phone systems efficiently. Ensures that procedures are followed and keeps   

   clear,detailed records.

2. Identifies internal Citrix Support sites for documented technical

    issues.

3. Demonstrates the ability to achieve and maintain targeted goals such

    as number of calls answered, number of cases closed or resolved, etc.

4. Demonstrates a sense of ownership, ensuring smooth and efficient

    case handover to other teams or other engineers when appropriate.

5. This position will require you to work on night shifts with a potential

    for extended coverage