IT Colleague Support Engineer
VMware
Heredia, Costa Rica
hace 1 día

Business Summary :

VMware is a global leader in cloud infrastructure and business mobility. VMware accelerates customers’ digital transformation journey by enabling enterprises to master a software-defined approach to business and IT.

With VMware solutions, organizations are building extraordinary experiences by mobilizing everything. Our customers are responding faster to opportunities with modern data and apps hosted across hybrid clouds, and safeguarding customer trust with a defense-in-depth approach to cyber security.

At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Do you dare to do the stuff you’ve always dreamed about? Dare to explore at .

VMware Colleague Experience and Technology Support Team provides technology services and support, enabling efficiency, simplicity and productivity to our colleagues.

The organization additionally supports the company in its growth as the global leader in cloud infrastructure by developing and showcasing VMware products and technology.

Job Role and Responsibility :

VMware seeks a motivated Colleague Support Engineer who possesses an excellent customer service attitude, a great deal of creativeness in troubleshooting and problem solving, and who has proven ability to help maintain our local IT infrastructure.

This includes installing, diagnosing, repairing, maintaining, and upgrading all local laptops / printers and the ability to assist remote teams in maintaining local servers, network and telecoms equipment to ensure optimal performance.

The person will troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

The ideal candidate will have demonstrated a clear ability to function well in a fast-paced environment, and most importantly, has the requisite skills to work well in a remote team.

A key requirement of this role is the ability to work as an integral part of the Latin-America business units, representing IT in a professional manner to the local business teams and senior management.

Part of this requirement will involve crossing over into different functional areas such as sourcing and procurement and ensuring that the IT requirements are met in these relevant spaces from a pricing, pre-and post-sales, and services aspect.

  • Serve as Level 3 support to the service desk to resolve endpoint device issues as reported by the end users.
  • Install, configure and troubleshoot hardware, including desktops, laptops, and peripheral equipment.
  • Implement software packages, including operating systems, system releases and desktop software.
  • Able to proactively support and troubleshoot audio and video system in meeting rooms and all hands area.
  • Configure mobile devices including but not limited to phones and tablets.
  • Determine solutions for network security, provide Spyware, Adware and virus protection.
  • Manage the asset database, purchase and dispose equipment based on requirements.
  • Solve end user IT incidents by the methods as in person, by telephone, via e-mail or remote assist tools in a timely and accurate fashion.
  • Assist remotely on network, server operations to maintain IT infrastructure.
  • Introduce and educate users on new services and tools.
  • Uses skills as an experienced professional with a solid understanding of industry practices and company policies and procedures;
  • resolves a wide range of issues in imaginative as well as practical ways. This job is the fully qualified, career-oriented, journey-level position.

    Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

    Interacts with senior internal and external personnel. Should be seen as a mentor for other team members and be able to present information to small groups.

    Ability to create content for internal team members and end users in the form of knowledge or solution articles.

    Required Skills :

  • Bachelor’s Degree with a minimum of 5 years of related experience, or, Master’s degree with a minimum of 3 years of related experience.
  • Minimum 3 years IT desktop support experience.
  • Familiarity with MAC OSX / Windows / Linux and proficient in Microsoft Office applications, SCCM, McAfee or other Enterprise Antivirus software.
  • Knowledge of Apple iOS / Android mobile devices.
  • Good understanding of networking, DNS, DHCP, VLANs, network segmentation, OSI model, etc.
  • Experience on Avaya, Polycom and Logitech hardware.
  • High level knowledge of PC hardware architecture. Has developed in-depth hands-on experience with Apple, Microsoft and Linux desktop and server operating systems and applications.
  • Can resolve 75% of typical issues easily.

  • Excellent customer service skills. VCP. Strong Knowledge of VMware products and a skill level high enough to install and troubleshoot VMware desktop and server products (server products skills stretch to install only).
  • Good knowledge of network and telecom concepts and technologies. Ability to configure ports and carry out basic telecom and network troubleshooting.
  • Strong understanding of thin client & mobile computing and ability to resolve common issues. Some scripting ability such as PowerShell or Python is desirable.

    Demonstrates ability to document and execute projects.

  • Solid sense of urgency with the ability to work in a high-pressure environment.
  • Good communications skills.
  • Ability to perform work independently and as a team.
  • Preferred Skills :

  • Preferred with Network, Microsoft certifications, Apple or VMware certifications (CCNA, MCSA, MCSE, VCP)
  • Experience with VMware virtualization products, Workstation, Fusion, vSphere is a big plus.
  • A+ or equivalent, VCP required, MCP or RHCT or equivalent desired.
  • VMware 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.

    At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community.

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