Lead Escalation Engineer

• Providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access
• Support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments
• Assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution
• Uses sophisticated technical troubleshooting skills 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

• Engineering university degree
• At least five years of tech support experience in a large enterprise environment
• Solid understanding of windows (both client & Server OS) and Linux networking (DNS / DHCP / IP)
• Basics networking knowledge, including TCP / UDP / SSLN
• Comfortable working in solving problems / debugging ASP.NET based multi-tenant cloud services
• Proven understanding Windows
• Ideally, industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi
• Minimum 8 years of prior relevant experience (or Master’s degree with 6 years
• or PhD with 3 years)
• Proficient with managing escalated and challenging customer situations
• Experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture
• Working understanding of networking protocols, security technologies, and topography
• Basic understanding of Databases (SQL preferred) and SAN technologies
• General knowledge of scripting (Powershell etc) or introductory coding knowledge
• Deep understanding of OS Internals

Linux, Hypervisor, thin clients

• Competitive salary and annual bonus
• Health Insurance, Life and Accidental Insurance
• Tax Saving benefits like NPS (National Pension Scheme) & Voluntary PF
• Free transportation to and from Office
• Complimentary food and juices at the office campus
• Health and Wellness Programs like "Live well and earn rewards" & Employee Assistance Program (EAP)
• Privilege leaves, sick/casual leaves, public holidays & paternal leave