Technical Support Engineer 407 views

Job Summary

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.

Required Skills and Experience

  • Ability to learn and follow defined support and root-cause analysis processes.
  • Increasing ability to solve practical problems without assistance and deal with a variety of variables in situations where only limited information may initially exist.
  • Ability to interpret a variety of instructions furnished in written, oral, hands-on, or diagram form.
  • Knowledge of management contacts in the system for technical assistance
  • Database concepts, networking and storage concepts/ terminology; FTP client usage, knowledge on Microsoft products. Positive and constructive attitude.
  • Comfortable facing new challenges and technologies. Excellent communication (oral & written) skills.
  • Needs to seek assistance less
  • Demonstrated interest in expending your know ledge on VMware product
  • 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 level of technical understanding of more than one of the following technologies:

  • Networking
  • Storage
  • Linux
  • TCP/IP

 

  • Windows Clustering/DHCP/DNS
  • Windows 2003/2008
  • 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
  • Work experience of 1-3 yrs. in Technical domain

Educational Qualification

  • Bachelor’s Degree
  • Experience in providing voice based Technical Support is a key requirement
  • Experience in Virtualization & Cloud computing will be preferred
  • VDI Certification will be an added advantage

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