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 workarounds 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 ()+ Good practical working ability with Linux / UNIX utilities, including editors and command shells+ , 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 Educational Qualification : + Bachelor's Degree+ Experience in providing voice based Technical Support is a key requirement+ Experience in Virtualization & Cloud computing will be preferred+ VDI Certification will be an added advantage / Category : Client Support Subcategory : Technical Support Experience : Manager and Professional Full Time / Part Time : Full Time Posted Date : 2021-07-22VMware Company Overview : At VMware, we believe that software has the power to unlock new opportunities for people and our planet.
We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe.
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