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Technical Support Engineer

Job ID 81070BR Date posted 02/17/2017
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 Webex 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.
• 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.
• Fluent written and verbal communication skills in English.
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
• Work experience in a Technical domain. Experience in Virtualization & Cloud computing will be preferred.
• Good understanding across the following technologies:
• Networking
• Storage
• Linux
• Windows Clustering/DHCP/DNS.
• Windows
• 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
• Educational Qualification: Bachelor’s Degree or equivalent experience. CCNA / VCP / RHCE will be an added advantage.

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