VMware Solutions Support Technical Support Engineer

  • Company:
    Dell
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    22 hours ago
  • Category:
    General

+ **Duties & Responsibilities:**

+ Acts as central point of contact for VMware product related issues and leads efforts in facilitating problem recreation and failure analysis of systems level issues.

+ Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.

+ May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Dell Technology Technical Support co-workers as appropriate.

+ Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.

+ Identifies, documents and escalates customer issues to senior resources.

+ Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums. .

+ Maintains a closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

+ Responsible for sharing all acquired knowledge concerning problem resolution.

+ Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills. ”

+ Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies.

+ Regularly submits content to the knowledge database.

+ Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.

+ Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues.

+ Gains support and commitment from others and mobilizes people to take action.

+ Understands and leverages Dell Technology’s technical communication structure.

+ Sphere of influence extends well outside of the department.

+ **Requirements:**

+ Typically requires 14+ years of related experience in a professional role with a Bachelor’s degree

+ Analytical ability with clear and smooth communication skills

+ Customer Service skill – Expert technical support or IT Service experience is a must

+ VMware / VSAN expert

+ Networking advanced certification / VMWARE advanced certification

+ Expert / Architect-level knowledge

+ Escalation handling especially for DU / DL

+ Engineering engagement

+ Consultative engagement; assisting enterprise Level 1 TS on complex cases

+ Onsite diagnosis as needed

+ English skills for support other country (job distribution would be 75:25 (Local:Global))

+ Excellent problem resolving skills

+ Ability to work in a team environment