Lead Technical Support Engineer

Job Description

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

What we're looking for:

You will be working as a Lead Technical Support Engineer within our 'WAD' team which involves working on the market leading Citrix Cloud, XenApp and XenDesktop products. The team focuses on delivering technical support to high performance, high quality and highly secure software that delivers remote access to applications and desktops from any device from anywhere. The role is part of the rapidly growing Dublin Support team.

We will give you the chance to work on cutting edge technology products that are fuelling the growth of cloud computing. Being part of the team means collaborating as part of a larger group to solve issues and provide a world class experience to our customers.

Primary Duties / Responsibilities

• Providing technical assistance on Citrix products to customers of small to medium size via phone, email and/or remote access
• Conducting problem analysis and collaboratively identifying problems of minimal to moderate complexity
• Achieving and maintaining agreed service levels along with other established goals
• Publishing articles on moderately complex technical support issues in Citrix's Knowledge Centred Support systems
• Documenting cases and resolutions clearly in the CRM system, taking ownership of hot and/or more critical cases when required
• Mentor junior members of the team

Requirements (Education and Experience)

• Must possess a Degree/Dip in Science, Computing, Information Systems or equivalent experience
• Must have significant experience in a technical customer support environment or field experience
• Ability to understand technical issues and apply technical concepts
• Possesses good problem solving and analytical skills
• Strong written and verbal communication skills, as well as listening skills
• Good understanding of Windows Desktop/Server and networking/WEB protocols (such as TCP/IP/HTTPS/DNS)

Successful candidates...

• Want to work on diverse products, each requiring different technologies, methodologies and approaches to troubleshooting
• Love to continuously learn and improve through external/internal courses, mentoring or on-the-job training
• Are passionate about technology and naturally curious about cloud-centric virtualized world.
• Ability to work both independently and well with others
• Outstanding problem-solving skills with an eye for details and the desire to problem solve

Benefits of working for Citrix

• Health Insurance (BIK)
• Pension Scheme (8% of base salary without need for contribution)
• Life assurance (x 4 Salary)
• Maternity (26 weeks)/Paternity (18 weeks) leave
• Second Language Course Funding
• Free breakfast and Free Drinks/Snacks/Fruits
• 3rd Level Educational assistance and In House Training/PluralSight Subscription
• 3rd Party Certification incentives
• Holiday allocation 23 (+1 day per year for the first 2 years)
• 2 Paid days charity/voluntary work per year
• Tax Saver commuter ticket (DART/Bus/Commuter Rail) & Bike to work program
• Stock Purchase 15% Discount
• SimplyFit – Global Wellness Program, Sports and Social Club and EyeCare package
• Spot Bonus Awards, Performance based Increments and Grade Promotions
• Employee Referral bonuses

What you’re looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:

Tech Support

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at [email protected] for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.