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.
Handle technical assistance escalations from TSE1s TSE2s, communicate technically complex remedies, solutions or work-arounds in a clear and concise manner to customer or partner first line managers, and creates knowledge base content for internal and external use.
Obtain and retain detailed knowledge on more than 1 assigned VMware products.
Required Skills and Experience
Ability to learn and follow defined support and root-cause analysis processes.
Proactively schedules and uses available training days.
Available for on-call or after-hour rotations, with prior intimation , available for Overtime
Adaptive to changes driven by customer demands or business requirements.
Able to deliver a consistent experience with high quality and effectiveness.
Create KB articles
Capable of researching on newly discovered issues.
Collaboratively works with and supports other team members.
Successfully able to prioritize work demands.
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
Experience dealing with various global customers, maintaining and establishing relationship with them
Capable of running status calls with the customers to keep them up to date with all relevant opened issues, and on-going projects
Able to handle escalations with demanding customers at a technical and management level
Experience in providing Unix / Linux technical support to enterprise customers.
Networking : In-depth understanding of L2 / L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design
Experience designing and / or supporting large enterprise deployments.
Hands-on experience with Linux / UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)
Good practical working ability with Linux / UNIX utilities, including editors and command shells
B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
Fluent in spoken and written English
Multiplatform Operating Systems Knowledge (Windows, Linux, UNIX) would be an added advantage
Work experience of 5-8 yrs. in Technical domain
Highly Preferred Skills
Experience with database related technology (SQL Server, Oracle, DB2, etc)
Experience with ESX Server and / or Virtual Center Server
Experience with SQL query language
Experience with Remote Access Trouble-shootingWebEx or ILO cards
Linux command-line skills and shell scripting and / or programming
Experience in customization of Windows and / or Linux operating systems
Experience with Servers (Dell, HP, IBM, etc)
Experience with Server Management Software
Experience with Domain integration Active Directory
Experience with firewalls and security related issues
Background in System Administration