Intern - Colleague Support Engineer
Heredia, CRI
hace 2 días

Job Description

The Elevator Pitch : Why will you enjoy this new opportunity?

You have the passion for learning and getting to know about all the different tools and technologies we offer and work with at VMware.

You are a talented person who enjoys supporting colleagues around the world in terms of facilitating support. VMware IT colleague Experience and Technology department provides end-user technology services and support enabling efficiency and productivity of our colleagues.

In this role, you will engage with colleagues remotely (Phone, Chat, Slack, Video & Email) in troubleshooting software and hardware related issues with exposure to several administrative tasks, device security platforms, virtualization and obviously get hands-on with VMware products like Workspace ONE, Horizon, etc.

You will be a part of an inclusive team where different minds work together to drive efficiency and productivity for our VMware colleagues.

Success in the Role : What are the performance goals over the first 6-12 months you will work toward completing?

Within your first 6 months

  • Be expected to manage / solve problems escalated by L1, L2 and various other support teams
  • Adapt to the work volumes based on the channels we support (Phone, Email, Chat, Tickets, Slack)
  • Learn and understand the processes and procedures we have put in place for the different areas of support
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Work closely with the IT product owners, Command Center to engage the appropriate tier 2 support teams in a timely manner
  • Interact with a variety of stakeholders throughout the organization such as IT, Engineering, HR, and Facilities to understand customer contacts, workflow, and make recommendations to improve processes
  • Need to be flexible in working in a 24 / 7 environment
  • Able to rotate according to the shifts managed
  • After 6 months+

  • You will be responsible for supporting colleagues and participating in projects to promote improvements in all areas as being part of the team.
  • Deliver professional support
  • Maintain a nice and professional spirit! We have a great team and would like to continue motivating peers and colleagues.
  • Continuous learning mindset, to manage development and growth within the organization / company
  • Support new peers in the process of learning / adapting to the role
  • Analyze existing procedures and communicate to appropriate team members when there is an opportunity to improve or update materials used.
  • What are the requirements?

    Student currently enrolled in college

    Advanced English

    Be able to commit, full time to the 12-week program, beginning in April 2022.

    What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

  • Our team runs Operations currently from 3 countries : India, Malaysia and Costa Rica. As an Engineer part of Oasis Online, you will be responsible for collaborating among peers, supporting our internal colleagues around the globe, learning new technologies and adapting to a fast-changing environment such as IT world everywhere.
  • You will be supporting colleagues thru different channels, such as Chats, Calls, Slack Channels and managing Tickets and Emails.
  • You will be entitled to communicate enhancements needed in existing processes.
  • You will be handling requests from different technologies / applications
  • Will establish solid working relationships with Peers, Queue Managers and Shift Leads.
  • You will be required to perform a great documentation of all cases to facilitate understanding and closure of requests
  • You will be following standard processes as outlined during training
  • What is the leadership like for this role? What is the structure and culture of the team like?

    This role will be reporting to the Manager, Colleague Support for VMware IT Service Desk. The team is distributed across India, Malaysia and Costa Rica.

    The team consists of highly competent engineers, Junior and Seniors. We focus on iterative development, learning, passion for supporting others and willing to perform the support thru different channels.

    This team is global and has a high internal visibility as we do manage to support all the VMware family.

    This is a great opportunity for someone who likes to start new things and put their mark on a team and company.

    Where is this role located?

    Remote : The position is based out of VMware’s Costa Rica office, and open to candidates in the surrounding area. The role is remote with minimum requirement to go to the office (only during Team Director / Organization VP visits, as well as planned team meetings.

    Category : University and Recent Grads

    Subcategory : Internships

    Experience : Internship

    Full Time / Part Time : Full Time

    Posted Date : 2021-10-12

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