Dedicated Technical Support Engineer

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Job Description:

Job Description

We are looking for an engineer proficient in our VCF suite to work as a remote based Dedicated Technical Support Engineer for one of our key customers who are located in Europe.

This role requires the successful candidate to be located in our Cork office (Ireland).

As a Dedicated Technical support engineer, you will be providing support to one of our key strategic customers who are transforming their IT environments, using VMware by Broadcom 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.

As a Level 3 Technical Support Engineer, you will be learning and expanding your VMware virtualization technologies to help our customers troubleshoot, understand, and overcome challenges in their operation.

First steps in this role will be to upskill on our support processes and tools to understand how we work as part of a global team.

Once achieved, you will begin supporting a designated strategic VMware by Broadcom customer environment focusing on VCF environment.

You will quickly learn to troubleshoot and handle customer support requests individually and use your experience + new skills gained to bring benefit to others in the team.

Regular follow up with customer with recommendations, updates, and action plans.

Engagement with account teams and managers will be required to deliver world class technical support for this customer who you will be dedicated to.
You will engage regularly with engineering team(s) to bring value to customers, and to resolve politically and technically escalated issues.

As your skill set grows, you may choose to work to expand your knowledge on other related products and progress your skillset on more technologies.

• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
• Create new knowledge opportunities to capture new learning’s for reuse throughout the organization
• Participate in technical communications within the peers to share best practices and learn about new technologies
• Focus on an area of technical specialization and attend technical trainings,
• Read and work with other technical support engineers on cases which will help cultivate that expertise.
• Account management experience and/or customer engagement responsibility is desirable
• The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources.
• Ability to research problems and document their solutions
• Strong level of knowledge in vSphere and other VMware products

Minimum Requirements:

• 5+ years of work experience in enterprise technical support with specialist skills using our vSphere products.
• Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
• Logical approach to problem solving & Strong Troubleshooting experience
• Flexible to work evening/night hours and weekends long term if required. This may change as per business needs.
• Account management experience and/or customer engagement responsibility is desirable

Qualifications

• Strong IT Skillset: OS, Physical Infrastructure, Virtualization and SDDC
• Fluent written and verbal communication skills in English.
• Certifications (VCP, CCNA, CCNP, MCSE, RHCE etc.) or equivalent
• Advanced or Intermediate level understanding of the following technologies Networking (Layer 2, Layer 3)
• Storage (FC, ISCI, etc.)
• Linux/Windows Server

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.