XenServer / Provisioning Server Support Engineer

Job Title: XenServer / Provisioning Server Support Engineer
Department: Technical Support
About Citrix
Citrix Systems, Inc. (NASDAQ:CTXS) is a leading provider of virtualization, networking and software-as-a-service (SaaS) technologies for more than 230,000 organizations worldwide. Its Citrix Delivery Center™, Citrix Cloud Center™ (C3) and Citrix Online Services product families radically simplify computing for millions of users, delivering applications as an on-demand service to any user, in any location on any device. Citrix customers include the world’s largest Internet companies, 99 percent of Fortune Global 500 enterprises, and hundreds of thousands of small businesses and prosumers worldwide. Citrix partners with over 10,000 companies worldwide in more than 100 countries. Founded in 1989, annual revenue in 2008 was $1.6 billion. For further information www.citrix.com
About the position – XenServer and Provisioning Server Support Engineer

Citrix has been operating in Dublin since 1999, currently employing 100 people in EMEA Technical Support, with almost 80 of these based in our Dublin headquarters. These include Technical Support Engineers, Escalation Engineers, Technical Relationship Managers, Support Readiness and Support Account Managers. Due to continued growth we now have an opening for a Technical Support Engineer on our Server and Virtualisation Provisioning Team, based in our Dublin office in East Point Business Park, Dublin 3.
Position Summary
As an enterprise technical support engineer, you will provide technical support to customers who are working to implement XenServer / Provisioning Server and related products. You will investigate, troubleshoot and solve customers’ technical cases on the XenServer / Provisioning Server products. Your responsibilities will include working on customer-based problems, reproducing and researching customers’ issues and where necessary working with the Escalation Team to reach a solution. As well as troubleshooting and debugging the position will require documentation of solution and building lab environments to test solutions.
Responsibilities

• Communicate with customers via telephone or written correspondence regarding technical problems identified in Citrix XenServer or Provisioning Server products and manage relationships with those customers until the issue is resolved or escalated.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
• Assist with selection of new team members.
• Act as a focal point in cooperative relationships with other companies.
• Develop complex workarounds in addition to reproducing issues in-house as needed in order to restore functionality on customers’ sites.
• Write complex technical articles for the knowledge base.
• Share knowledge with other engineers and develop customer solutions.

Qualifications and Requirements
A XenServer /Provisioning Support engineer must possess excellent problem solving and communication skills. In addition, the individual must be flexible, dependable and have excellent time management skills and have the ability to work both individually or in a team environment with minimal supervision.
Must be willing to work 24×7 as required, including weekend support. Candidates must be willing to travel.

• Experience and/or good u