VMware is the industry-leading virtualization software company. Our technologies simplify IT complexity and streamline operations, helping businesses become more agile, efficient and profitable. By virtualizing infrastructure—from the data center to the cloud to mobile devices—we enable IT to deliver services from any device, anytime, anywhere. - See more at: http://www.vmware.com/in/company/#sthash.2nzmlvUu.dpuf
Job DescriptionJob Summary:
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 Web ex session
• Reproducing issues in-house and responding back in a timely manner.
• Regular follow ups with customers with recommendations, updates and action plans.
• Escalate issues in a timely manner according to Standard Operating Procedures.
• 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 base articles to capture new learning’s for reuse throughout the organization.
• Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
• Focus on an area of technical specialization and attend technical training,
• Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
Requirements:
- Good written and verbal communication skills.
- Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
-Overall Work experience in Technical domain.
-Experience in Virtualization & Cloud computing will be preferred.
-Willingness to work in a 24/7 shift environment.
Basic understanding of some of the following technologies:
- Networking
- Storage
- Linux
- TCP/IP
- Windows Clustering/DHCP/DNS.
- Windows 2003/2008
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- Ability to follow standard engineering principles and practices.
- Logical approach to problem solving.
- Multiplatform Operating Systems Knowledge (Windows, Linux , UNIX) would be an added advantage
Additional InformationAll your information will be kept confidential according to EEO guidelines.
Skills Required
- Good written and verbal communication skills
- Strong interpersonal communication and customer service skills
- Overall work experience in a technical domain
- Willingness to work in a 24/7 shift environment
- Basic understanding of networking
- Basic understanding of storage
- Basic understanding of Linux
- Basic understanding of TCP/IP
- Basic understanding of Windows Clustering, DHCP, and DNS
- Basic understanding of Windows Server 2003 and 2008
- Strong aptitude for learning new technologies and applying them in customer-facing environments
- Ability to follow standard engineering principles and practices
- Logical approach to problem solving
- Experience in virtualization and cloud computing
- Multiplatform operating systems knowledge, including Windows, Linux, and UNIX
What We Do
VMware Tanzu helps you modernize your applications and infrastructure with a common goal: deliver better software to production, continuously. The portfolio simplifies multi-cloud operations, while freeing developers to move faster and access the right resources for building the best applications. VMware Tanzu enables development and operations’ teams to work together in new ways that deliver transformative business results.
