Skill: technical support engineer , networking , technical support , dhcp , ip , dns , infrastructure; Exp: 3-6 years; Technical Support Engineer – Core Bengaluru, India Save this jobRemove Job Job ID R181631 Your next adventure at VMware is only a click away! At VMware, we are committed to helping our people grow professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights. If you see a position that might be right for you, we encourage you to apply and continue to be a part of our EPIC2 community. Job Description VMware is the leader in cloud infrastructure, business mobility and virtualization software. A pioneer in the use of virtualization and policy-driven 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. With 2014 revenues of $6.04 billion, VMware has more than 500,000 customers, 75,000 partners, and 18,000 employees in 120 locations around the world. At the core of what we do are our employees who deeply value execution, passion, integrity, customers, and community. Want to be part of a compassionate community that thrives on architecting what’s next in IT? Learn more at vmware.com/careers. About the Global Support Services Team The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the best of the best supporting business-critical applications in a virtual infrastructure. Whats in it for you? The entire VMware team has created a unique business environment — one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware’s roots as a successful entrepreneurial start up We are guided in our efforts by a strong set of corporate values Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver Job Description 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 customers 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 learnings 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. Requirements 3 years experience working in customer support industry 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 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 & Strong Troubleshooting experience Basic understanding of some of the following technologies Networking Storage Linux TCP/IP Windows Clustering/DHCP/DNS. Windows 2003/2008 Multiplatform Operating Systems Knowledge (Windows, Linux , UNIX) would be an added advantage Educational Qualification Bachelors Degree or equivalent experience. CCNA / VCP / RHCE will be an added advantage.
Function: IT Hardware : Hardware Products & Services