Technical Support Engineer
VMware
Heredia, Costa Rica
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.
  • 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
  • Networking Knowledge
  • 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
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