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Careers in Client Support

Client Support

Technical Support Engineer

Atlanta, Georgia

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Job ID R1811641

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 are a motivated self-starter and self-learner, possess strong customer service and technical analytical skills; and be someone who welcomes challenges.

Essential Functions:

  • You will resolve customer’s issues via the telephone, email or Webex session
  • Regular follow ups with customers with recommendations, updates and action plans.
  • Bring up issues a timely according to Standard Operating Procedures.
  • Demonstrate internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
  • Build new knowledgebase articles to bring together 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 trainings,
  • Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.

Required Skills and Experience

  • Deep understanding of Server PC Architecture
  • Experience resolving system crashes and hardware related issues
  • Understanding of modern IT production datacenter, hosting operations and End Users ecosystem.
  • Desktop operating system configuration, security and optimization.
  • Experience with desktop virtualization products/solutions
  • Excellent knowledge of Operating Systems including (Windows 2000, 2003, XP / Linux)
  • Understanding of computer architectures (server, storage and network)
  • Experience Solving problems 3rd party application integration
  • Solid skills fixing complex desktop deployments
  • Authority level in Microsoft Windows Management
  • Windows Enterprise Administration
  • Active Directory and GPO implementation
  • Sysprep, OS imaging, and automated deployment tools
  • General Desktop systems management
  • Terminal Services and RDP
  • Remote connectivity, Windows networking
  • Work experience of 5+ Years in Technical domain

Educational Qualification:

  • Bachelor’s Degree
  • Experience in providing voice based Technical Support is a key requirement
  • Experience in Virtualization & Cloud computing will be preferred
  • VDI Certification will be an added advantage

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