L2 Support Engineer - Citrix Admin
Job Description
- Interfacing with International Customers to provide remote Technical support on implementation of technology using various networking,
- Telecom products and applications to resolve product related issues through research and troubleshooting.
Engineers Primary Responsibilities and duties.
- Troubleshoot all Level 1/2 calls from the customers.
- Ensure consistent customer satisfaction.
- Handle Critical/Irate customer escalations, Handle escalations from L1 engineers.
- Document all communication with customers in the CRM.
- Notify/Discuss with TL/Manager on Tickets that require assistance.
- Timely handoff (escalation) of cases that require technical or political to L3 TAC.
- Plan and constantly work on upgrading tech and product expertise.
- Contribute to the knowledge base/ Tech Forum.
- Share Knowledge within the team members, Train and Mentor L1 engineers and New Hires.
- Maintain Lab equipment and environment.
- Knowledge, Skills and Abilities Required
- 4-6 years relevant experience in configuration and troubleshooting high-end networks
- The ideal candidate will be an Engineer, who is a self-starter, with excellent interpersonal, communication, documentation,
- problem solving and trouble-shooting skills.
- Quality focus, result & goal orientation in a group situation, and commitment to customer delight are a must.
- Strong fundamentals and in-depth knowledge of Networking Concepts
- Debugging hardware & software system level problems in a multi-vendor multi-protocol network environment
- Willingness to work in international time zones
- Primary Skill set
- Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP).
- Bridging and switching concepts, LAN technologies such as Ethernet, Gigaethernet
- Knowledge on VLANS, Tagging - IEEE 802.1q, 802.3ad, 802.1d,802.1w.
- IP addressing and sub netting, Routing concepts, VLSM/CIDR.
- Knowledge on Firewalls and End Point Security Systems.
- Citrix/Virtualization Engineer
- Working knowledge on managing Citrix Xenapp Infrastructure.
- Knowledge on Virtualization using VMware and XenServer , Linux, SAN Technology . Ability to troubleshoot communication issues published Apps and Citrix desktops.
- Knowledge on Virtualization using VMware and XenServer , Linux, SAN Technology .
- Experience in Installing, configuring and managing VMware ESX server. Ability to troubleshoot connectivity and performance issues in a virtualised environment.
- Experience in Installing, configuring and managing VMware ESX server.
- MCSE/MCP/CCNA/ Certification will be an added advantage. VMWARE , Citrix certification will be added advantage.
- Working Knowledge on Load Balancing, Clustering, Config Management, Archiving, and SNMP will be an added advantage.
Job Posted by
- Entente Consulting Pvt Ltd
Entente Consulting Pvt Ltd focuses on providing Strategy Consulting & HR services across the globe to address key strategic and operational challenges that organizations are confronted with, in today s fast paced world in the areas of Leadership hiring and Talent management.
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