Technical Support Engineer Level 2
VMware
Heredia, CR
hace 1 día

Job Description

As a VMware Technical Support Engineer within our Global Services team, you will enable our customers / partners to deliver a consistent and efficient experience to all end-users.

  • To be successful in this role, you should be a self-starter and self-learner, possess strong customer service and technical problem-solving skills;
  • and be someone who adopts challenges.

    Responsibilities :

  • Provide upgrade specific support on Mobile Device Management (MDM); however, other responsibilities include overall UEM experience, wireless telecommunications, and enterprise networking
  • Take an active role on escalated critical customer and partner support issues driving ownership through resolution
  • Continuously review VMware WorkSpace ONE implementations SOPs, as well as, best practices with R&D / Saas / Deployments and Services to ensure scalability and reliability of Enterprise level deployments.
  • Work closely with other teams within GSS

  • Document and provide infrastructure recommendations to VMware Workspace One customers
  • Set correct expectations and drive relief and resolution through effective communication
  • Monitor progress of incidents and work with Global Escalation Team and Product / R&D Teams to ensure appropriate resources have been allocated and that resources are pro-actively trouble-shooting the incident
  • Configure Labs to closely mimic customer environments
  • Identify product deficiencies and work with R&D to ensure defects are corrected in a timely manner, as it pertains to escalations and overall WS1 product
  • Identify areas of opportunities to improve VMware AirWatch products
  • Review root cause of escalations and work with appropriate resources to ensure continuous improvements of VMware AirWatch products
  • Engineers are required to have :

  • Experience providing technical consulting services and expertise to Enterprise-level clients
  • Comprehensive depth experience across all Platforms and SDK Development
  • Proven track record trouble-shooting complex MDM issues
  • Enterprise Windows & Linux Server experience; comfortable in terminal-only environments and familiar with tools and scripting for both platforms
  • Knowledge of SQL, Windows Servers, Networking, IIS, .NET, Java Web Servers and Web Applications and Web Application troubleshooting
  • Excellent Customer Service, oral and written communication skills
  • Ability to excel under pressure and tight deadlines and work effectively in high-stress situations
  • Thrive in a teamwork centric environment
  • Ability to work independently and perform well under minimal supervision
  • Ability to drive architecture review through a defined process to resolution
  • Strong relationship management skills with both customers and internal colleagues
  • Effective working with global teams and other international operations
  • Category : Client Support

    Subcategory : Technical Support

    Experience : Manager and Professional

    Full Time / Part Time : Full Time

    Posted Date : 2021-07-22

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