The Lead 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.
Works to achieve operational targets with major impact on the departmental results.
Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc. ).
May manage large projects or processes that span outside of immediate job area.
Work is performed with limited oversight.
Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area.
Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem.
Problems typically impact multiple departments or specialties.
Problems are typically solved through drawing from prior experience and analysis of issues.
Communicates with parties within and outside of own job function.
Typically has responsibility for communicating with parties external to the organization (e. g. , customers, vendors, etc. )
Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices.
Typically responsible for providing guidance, coaching and training to other employees within job area.
Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products.

Required Experience/Skills:

Recognized subject matter expert.
Manage large projects or processes.
Coaches, reviews, and delegates work to lower level employees.
Achieve Operational targets with major impact on department results.
Requires deep knowledge of job area typically obtained through advanced education combined with experience.
Typically viewed as having a specialty within discipline. May have broad knowledge of project management.
Typically requires a University Degree or equivalent experience and minimum 8 years of prior relevant experience; or Master s degree with 6 years; or PhD with 3 years of experience.
Proficient with managing escalated and challenging customer situations
You need experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture. You will have a working understanding of networking protocols, security technologies, and topography.
We need you to have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
You should have a deep understanding of OS Internals.

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