Technical Support Engineer - Level 1
VMware, Inc
Heredia, Costa Rica
hace 16 días

Description :

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.

Responsibilities :

  • 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
  • Requirements :

    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 )
  • Networking :
  • 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.
  • Storage :
  • 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.

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