Technical Support Engineer
VMware, Inc
Heredia
hace 11 días

Description : Job Description

Job Description

s support over 6,000 companies running VMware servers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web.

They resolve customer technical issues through diligent research, reproduction and troubleshooting by utilizing system administration, networking and storage skills.

Managers of Technical Support are responsible for managing highly skilled technical support teams. They work closely with our Technical Support Management team, and Engineering, Sales and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.

Responsibilities

  • Respond to customer inquiries, primarily by telephone and e-mail
  • Work flexible schedules, which may include evenings, weekends or holidays
  • Resolve customer technical issues through diligent research, reproduction, and troubleshooting
  • Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
  • Document all technical inquiries, develop and review content for knowledgebase
  • Requirements

  • Experience with troubleshooting network connectivity
  • Experience with firewalls and security related issues
  • Experience with Storage Arrays or Appliances
  • Experience with database related technology and administration (SQL Server, Oracle, DB2, etc.)
  • Experience in Microsoft Active Directory
  • Experience in providing Windows and some Linux / UNIX technical support to customers
  • Experience in Performance troubleshooting
  • Experience with Kerberos and Single Sign-On
  • Experience with Servers (Dell, HP, IBM, etc.)
  • Experience with VMware Workstation and / or GSX Server
  • Minimum of 2-3 years experience in software support
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
  • Strong in spoken and written English and Portuguese
  • Strong technical writing skills.
  • Ability to research problems and document their solutions.
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