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.
