+ **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.
+ 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