JOB DESCRIPTION

Title: Technical Support Engineer Job Code: 5812

Reports To: Manager, Frontline Technical Support          Grade:

Department: Technical Support

Position Summary:

The Onsite Technical Support Engineer is responsible for providing onsite
technical assistance to customers with Citrix products. The support focuses on
in-depth problem analysis of Citrix products and their integration into
enterprise-wide mixed environments. Guided by subject matter experts in our
Support Centre, the incumbent uses technical troubleshooting tools and
techniques to gather troubleshooting data, isolate the issue and provide the
resolution to the customer.

Primary Accountabilities:

· Provide onsite technical assistance on Citrix products to customers of
varying size, scope and political complexity

· Perform problem analysis and isolate problems with guidance from subject
matter experts in the Citrix Technical Support Centre

· Assist in documenting cases, recommendations and resolutions in the CRM
system and to the customer

Qualifications (knowledge, skills, abilities)

· Develops a sound understanding of the troubleshooting process across key
product lines

· Obtains basic Citrix certification within 3 months of service

· Possess good problem solving and analytical skills

· Strong verbal and written communication skills

· Strong understanding of server administration and networking protocols

· An excellent customer service attitude and the ability to interact with
customers in a professional manner

Requirements (education, certification, training)

· Must possess a Bachelor of Computer Science Information Systems or
equivalent experience

· Must have at least one year of experience in a technical customer support
environment or field experience

· Experience with Citrix products and technologies in an Enterprise
environment highly regarded

· Must possess a familiarity and basic understanding of the Citrix product
line and a working knowledge of personal computers