Technical Support Engineer Level 1 - Opportunity for Working Remotely
VMware
Heredia, CR
hace 1 día

Job Summary :

As a Technical Support Engineer, you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner.

  • To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills;
  • and be someone who embraces challenges.

    Essential Functions :

  • Resolve customer’s issues via the telephone, email or WebEx session
  • Reproducing issues in-house and responding back in a timely manner.
  • Regular follow ups with customers with recommendations, updates and action plans.
  • Escalate issues in a timely manner according to Standard Operating Procedures.
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
  • Create new knowledgebase articles to capture new learning’s for reuse throughout the organization.
  • Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
  • Focus on an area of technical specialization and attend technical trainings,
  • Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
  • Required Skills and Experience :

  • Ability to learn and follow defined support and root-cause analysis processes.
  • Increasing ability to solve practical problems without assistance and deal with a variety of variables in situations where only limited information may initially exist.
  • Ability to interpret a variety of instructions furnished in written, oral, hands-on, or diagram form.
  • Knowledge of management contacts in the system for technical assistance
  • Database concepts, networking and storage concepts / terminology; FTP client usage, knowledge of Microsoft products. Positive and constructive attitude.
  • Comfortable facing new challenges and technologies. Excellent communication (oral & written) skills.
  • Needs to seek assistance less
  • Demonstrated interest in expanding your knowledge on VMware product
  • Fluent written and verbal communication skills in English.
  • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high-stress and or ambiguous situations.
  • Work experience in a technical domain. Experience in Virtualization & Cloud computing will be preferred.
  • Good level of technical understanding of more than one of the following technologies :
  • TCP / IP
  • Windows Clustering / DHCP / DNS
  • Windows 2003 / 2008
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
  • Ability to follow standard engineering principles and practices.
  • Logical approach to problem-solving.
  • Multiplatform Operating Systems Knowledge (Windows, Linux, UNIX) would be an added advantage
  • Work experience of 4-6 yrs. in technical domain.
  • Category : Client Support

    Subcategory : Technical Support

    Experience : Entry Level

    Full Time / Part Time : Full Time

    Posted Date : 2021-07-22

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