Technical Support Engineer
Job Description : Provide technical support to both staff and customers who are working on VMware solutions (Production environments).
You will be responsible for establishing and maintaining relationship with VMware customers.
Respond to customer inquiries (email and telephone).
Resolve any customer technical issues through diligent research, reproduction, and troubleshooting.
Provide guidelines and best practices on planned projects and activities.
Work directly with other people on your team (peers and senior resources) to resolve inquiries on a timely manner
Document all technical inquiries;
Troubleshoot and engage with senior resources engineering on customer reported issues
Run status calls with the customers to keep them up to date with all relevant on-going issues
B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
Fluent in spoken and written Spanish / English is a must. Portuguese is a plus.
Experience dealing with various global customers, maintaining and establishing relationship with them.
Troubleshooting experience. Scoping issues (How to collect the necessary information?)
Diligent at proactive research.
Able to handle escalations with demanding customers at a technical and management level
Technical Requirements :
Operating systems :
Unix / Linux technical knowledge
Practical working ability with Linux / UNIX utilities, including editors and command shells.
Experience with operation and administration of Windows Server and Desktop Environments, including Domain Controllers (AD, DNS, DHCP )
Practical working ability with Windows utilities, including command line.
Datacenter and / or network virtualization knowledge is a plus (e.g. ESXi, vCenter )
Database related technology and administration knowledge (e.g. SQL Server, vPostgres )
In-depth understanding of L2 / L3 networking protocols, including switching technologies, routing fundamentals and IP subnetting.
TCP / IP model knowledge. Including transport protocols and ports.
Basic knowledge of general system and network troubleshooting tools (e.g. WireShark, tcpdump ). Identifying and addressing connectivity issues.
Advanced knowledge of troubleshooting DNS issues.
Dynamic Host configuration protocol.
Firewalling, load balancers and VPN is a plus.
File System Management.
Storage Area Networks knowledge, including Fiber-channel and ethernet based protocols (e.g. FCoE, iSCSI)
Knowledge of various OS related functionality including, but not limited to Backups.
Disaster recovery tools is a plus.