Senior Escalation Engineer
- TIBCO
- 4 - 7 years
- Bengaluru
- 12 months ago
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Job Description
About This Team:
The Senior 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.
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:
You have a Engineering university degree, combined with at least four years of tech support experience in a large enterprise environment.
You have acquired solid understanding of windows (both client & Server OS) as well as Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSLN.
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.
Required Experience/Skills:
- Must have a Graduate Degree in BE/B.Tech from a recognized university
- We are looking for a minimum of 4 years of IT support experience.
- You have experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture.
- You have a working understanding of networking protocols, security technologies, and topography.
- You should have a deep understanding of OS Internals.
- In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
- You have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
Preferred Certifications:
- Citrix / Microsoft / VMware
- Networking / Active Directory
- Citrix XenApp / XenDesktop solid understanding
- Virtualization / Cloud solid understanding (AWS / Azure / ESXi)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: TIBCOLocation(s): Bengaluru+ View Contact
Keyskills: TCP VMware Networking Linux Coding Active directory Windows Troubleshooting microsoft SQL
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TIBCO Software India Pvt Ltd Headquartered in Palo Alto, Calif., TIBCO Software empowers businesses to their digital destinations by interconnecting everything in real time and providing augmented intelligence for everyone, from business users to data scientists. With more than 10,000 customers...
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