Technical Support Engineer

Location: San Jose, California

Come join the Wyse Technical Support team, and help provide technical support to Wyse customers and partners. If you've just recently graduated or started your career in Technical Support and have passion for technology and customer support, then we want to hear from you!

We offer a business casual work environment, which includes ice cream on Wednesday, bagels on Thursdays, pool & Ping Pong tables, and quarterly recognition rewards and perks. We love what we do and our culture and people make our work great, which is why we were rated one of the best places to work in the Bay Area for both 2010 and 2011.

The hours for this position are either 6am - 3pm, 7am - 4pm, or 8am - 5pm, however, we ask that you be available for all phone shifts, Monday - Friday from 6am - 5pm (PST) if needed. The position also requires availability on weekends and/or Holidays as well as being able to cover 24 x 7 for customer escalations. Please keep this in mind when applying!

If we've peaked your interest, please read on!

Job Duties

• Provide technical support to direct customers, resellers, and field engineers
• Triage and provide technical expertise in resolving product issues
• Replicate customer environments to troubleshoot and resolve problems, file defects, etc.
• Document problem details and problem resolution into Support case management application
• Work with internal departments on product defects and enhancements
• Develop and maintain detailed technical knowledge of specification and operations of Wyse products
• Test, organize and report the progress of on-going issues on regular basis
• Create Knowledge Base entries
• Document customer environments/topology as required

• Excellent communication (oral and written), organization, and technical support skills 
• The ability to work as part of a team with a total commitment to customer satisfaction
• 1 - 2 years of Technical Support, Networking or IT work experience
• Experience/knowledge of Networking - practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, SOAP, XML, LAN, WAN, Routers
• Knowledge of Active Directory, Load Balancers and various databases is desired
• Knowledge of Windows and Linux/UNIX Operating Systems - scripting is a plus +
• Citrix XenApp and Xendesktop experience (CCEA a plus +)
• Microsoft Server OS 2003/2008 and Windows XP Pro/Windows 7 experience (MCSE a plus +)
• Cisco Networking Experience (CCNA a plus +)
• Outstanding troubleshooting skills
• Bachelors degree in Computer Science or Engineering (preferred) or equivalent work experience