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Careers in Client Support

Client Support

Senior Technical Support Engineer

Cork, Ireland

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Job ID R1812859

As a Senior Technical Support Engineer, you will provide support to partners and 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 issues via the telephone, email or remote 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 knowledgebase articles to capture new learning’s for reuse throughout the organization.
  • Document case work accurately to ensure the correct level of detail is available for colleagues.

Requirements:

  • Fluent written and verbal communication skills in English.
  • Strong interpersonal communication and customer service skills are needed in order to work successfully with customers in high urgency and or ambiguous situations.
  • Strong experience in Virtualization & Cloud Computing will be preferred.
  • Strong understanding of
    • Storage (NAS/iSCIS/FC)
    •  Networking
  • Good understanding of some of the following
    • Linux OS
    • Window OS
    • Scripting – Python/Perl
    • Database
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
  • Logical approach to problem solving.

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