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Colleague Support Engineer

Bengaluru, India

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Job ID R1912877

Business Summary:

VMware is the leader in virtualization and cloud infrastructure solutions that enable our more than 350,000 enterprise and SMB customers to thrive in the Cloud Era/ A pioneer in the use of virtualization and automation technologies, VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.

Our team of 20,000+ people working in 50+ locations worldwide is committed to building a community where great people want to work long term by living our values of passion, innovation, execution, teamwork, active learning and giving back. If you are ready to accelerate, innovate and lead, join us as we challenge constraints and problem solve for tomorrow today.

In End-User Computing at VMware, we are in the business of helping customers bring Business Mobility to reality: transforming their high-demand applications, building and leading the next-generation desktop, and helping industries shift core business processes and operations to make things happen only possible in today's mobile environment. With over 60,000 customers around the globe, our End-User Computing team is helping companies deliver work at the speed of life and our technologies are leading what's happening next for users across the enterprise.

Job Role and Responsibility:

We are searching for talented, dynamic, Service Desk Engineers to be part of Colleague Experience team in Bangalore, KA.

In this role, you will engage with colleagues over the Phone, Chat, Email & Video in troubleshooting software and hardware related issues on Windows, MAC as well as Mobile devices. You would also have exposure to several administrative tasks, device security platforms and Virtualization.

You will work closely with a team of Colleague Support Engineers and other Internal IT members to provide the best of technical resolutions and play a key role in ensuring the best possible Colleague experience.

Understanding the IT Infrastructure, leverage Remote tools, Knowledge Base and product related articles, track incidents and requests with effective communication to colleagues

·Should have good self-presentation skills to interact comfortably in person as well as live Video calls and resolve IT issues through the interaction

·Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing

·Should be flexible in working in a 24/7 environment.

·3-5 Years previous IT Service Desk and/or Technical Support experience required

·Keen attention to detail, memory of patterns, and interest in problem-solving

·Serving as the first point of contact for internal VMWARE colleagues seeking technical assistance over the phone, email, chat, etc

·Performing remote troubleshooting through diagnostic techniques and pertinent questions

·Escalate issues in a timely manner according to standard operating procedures.

·Work closely with the Command Center, VMware Network Operating Center, to engage the appropriate tier 2 support teams in a timely manner

·Escalate trouble tickets in queue to appropriate functional areas, and follow up with those functional areas to ensure completion within designated SLAs (Service level agreements)

·Interact with a variety of stakeholders throughout the organization such as IT, Engineering, HR, and Facilities to understand customer contacts, workflow, and make recommendations to improve ticket escalation processes

·Use and contribute to support knowledgebase. Analyze content of resolved tickets and promote information to knowledgebase articles as appropriate. Keep existing knowledgebase articles current.

Required Skills:

•    Experience in Active Directory, MS Outlook, Trouble shooting, OS, Printer configuration, Knowledge of DNS, MAC, O365

•    Experience in handling multiple OS - Windows 10, Mac OSX, Android and iOS: Navigation and Troubleshooting, Linux [Will be an added advantage]

•    Experience in Office applications - All versions up to Office365.

•    Should have knowledge about VMware’s Products such as Horizon Client, vSphere, VMware Fusion, VMware Workstation, AirWatch and other MDM tools.

•    Should have knowledge in networking such as troubleshooting Lan, Wi-Fi, VPN issues.

•    Should have knowledge or experience with providing assistance through Remote Assistance Tools such as Bomgar, Skype For Business, Zoom, WebEx, etc

•    Good understanding of Microsoft O365 Exchange environment using console as well as Powershell

•    Ability to plan and prioritize work load without supervision

•    Excellent knowledge of Customer Service best practice.

Preferred Skills:

Our team looks for individuals who embody our values of humility, empathy, collaboration above isolationism, respectfulness, trustworthiness, and good-natured fun. Additionally, we would like:

  • You to have worked in an environment involving automation scripting, that is a plus
  • You to have worked on projects and managed projects internally or externally, with successful delivery

VMware Company Overview: VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
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